IT Helpdesk Support and Infrastructure - Cape Town - CallForce

CallForce Cape Town

2 weeks ago

Full time

Description

The IT Support Technician role is a key position within the team, responsible for providing call/incident management, IT support, and control of information technology (IT) assets.

This semi-skilled technical support position requires strong knowledge of Active Directory, IP Networking, Anti Virus, and general technical support.

Responsibilities include:

Incident Management functions and processes
Maintenance of Tickets
Incident Triage, prioritizing and managing incidents correctly
Resolving IT and Facilities related requests or incidents
Providing high-level customer service and support to internal and external customers
Follow-through with P1/P2 escalations
Ensuring all calls are logged via IT Request and Incident Forms, prioritized, and resolved within internal SLA
Providing On-Site and remote assistance over the phone, through instant messenger, and using remote support tools
Password Management – Reset and unlock of user accounts
AD Administration, creating, updating, and removal of user accounts
JML (Creating of new accounts, movement between campaigns, Terminations)
Asset management
Preparing and re-arranging desks, including moving / setup of computers as required by campaigns
Effective communication to team leaders and end users

Additionally, the role involves resolving all IT requests promptly, logging every request, driving adoption by Team leaders and agents, escalating unresolved incidents, maintaining an accurate ASSET list, schedule adherence, and ensuring high customer satisfaction.

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