Technical Support Co-ordin - City of Cape Town, Western Cape, South Africa - Zeal HR

Zeal HR
Zeal HR
Verified Company
City of Cape Town, Western Cape, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Role Overview:
Technical Support Co-ordinator

Job Overview:

The IT Support Co-ordinator is responsible for providing technical support to end-users, maintaining IT systems and infrastructure, and ensuring efficient operation of the helpdesk.

This role involves troubleshooting hardware and software issues, managing user accounts, and coordinating with IT teams to resolve technical problems.


Key Responsibilities:

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Technical Support:


  • Diagnose and troubleshoot hardware, software, and network problems, providing timely solutions or escalating to higherlevel support teams when necessary.
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User Account Management:


  • Create, modify, and deactivate user accounts and access permissions in accordance with company policies and security requirements.
  • Assist users with password resets, account unlocks, and other accountrelated issues.
  • Maintain accurate records of user accounts, permissions, and access privileges.
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System Maintenance:


  • Perform routine maintenance tasks, such as system backups, software updates, and antivirus scans, to ensure the stability and security of IT systems.
  • Monitor system performance and identify potential issues or areas for improvement.
  • Document maintenance procedures and configurations to facilitate troubleshooting and future upgrades.
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Documentation and Reporting:


  • Maintain detailed records of IT support requests, resolutions, and system configurations.
  • Generate reports on helpdesk activity, ticket trends, and service level agreements (SLAs) for management review.
  • Identify recurring issues and recommend solutions or process improvements to prevent future incidents.
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Training and Communication:


  • Communicate technical information and updates to users in a clear and understandable manner.
  • Collaborate with IT teams to develop user documentation, FAQs, and knowledge base articles.

Qualifications:


  • Previous experience in IT support or helpdesk administration, with knowledge of common hardware, software, and networking technologies.
  • Strong communication and customer service skills, with the ability to interact professionally with users of varying technical levels.
  • Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or HDI Desktop Support Technician are a plus.
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