Help Desk Support Technician

EdUpStairs; South Africa; On-site; ZAR 150,000 - 230,000; Full time

Job summary

EdUpStairs is seeking an ICT Helpdesk Technician to deliver first-line support for end-user hardware, software and network issues. You will log and escalate incidents, liaise with clients and vendors, and maintain accurate call records while guiding users on setup and usage of computers.

The role requires a recognized diploma/degree in CS/IT, ITIL awareness, A+/N+ knowledge, and 1–2 years ICT helpdesk experience, plus a valid driver’s license. Join a team-focused environment in South Africa.

Qualifications

• Recognized degree or national diploma in Computer Science/Information Technology or equivalent qualification.
• A+, N+ and 1-2 years' experience in ICT helpdesk and ITIL certification.
• Valid driver's licence.

Responsibilities

• Provide first line support.
• Provide first level telephone support to the end-user community on hardware, software and network-related problems.
• Liaise with clients and external vendors on logged calls.
• Log calls with external vendors as per service level agreement and track the resolution of the incident.
• Classify level, priority and nature of incident/problem.
• Escalate incidents and problems in the help desk system to other support areas.
• Track activities related to the resolution of the incident/problem.
• Administration of logged calls.
• Enhance technical analysis in terms of software/hardware trouble-shooting and problemsolving.
• Provide advice regarding the set-up, configuration and usage of computers.

Skills

Customer relations

Desktop hardware

Desktop software

Fault diagnosis

Telephone etiquette

Teamwork

Typing

Analytical

Problem solving

Communication skills

Education

Degree or national diploma in Computer Science/Information Technology

Job description

Recognized degree or national diploma in Computer Science/Information Technology or equivalent qualification.
(A+, N+) and 1-2 years' experience in ICT helpdesk and ITIL certification.
Valid driver's licence.
Competencies And Attributes: Knowledge of multiple technical disciples (workstation connectivity,
applicable software, and troubleshooting techniques).
Good customer relations.
Desktop hardware and software knowledge.
Knowledge of desktop fault diagnosis and rectification.
Telephone etiquette.
Ability to work in a team.
Typing, analytical, problem solving and good communication skills.

Duties

Provide first line support.
Provide first level telephone support to the end-user community on hardware, software and network-related problems.
Liaise with clients and external vendors on logged calls.
Log calls with external vendors as per service level agreement and track the resolution of the incident.
Classify level, priority and nature of incident/problem.
Escalate incidents and problems in the help desk system to other support areas.
Track activities related to the resolution of the incident/problem.
Administration of logged calls.
Enhance technical analysis in terms of software/hardware trouble-shooting and problemsolving.
Provide advice regarding the set-up, configuration and usage of computers.