Description:
- Monitoring and working to drive down incident levels related to user problems, recurring problems, onboarding of new users and managing of workstation setups
- Actively participating in improving the usability and reliability of the group's IT services and following the appropriate knowledge management tools and practices in order to provide a more effective and efficient service to users, while contributing to their up-keeping
- Ensuring that best practices and IT processes are followed, and when necessary, assisting the Team Leader in standardising and continually improving such processes
- Monitoring all strategic IT services and systems through relevant tools, performing routine maintenance and assisting in the generation of management and performance reports
- Assisting the Team Leader in identifying and implementing improvements to the team's incident logging system in order to provide a more effective and efficient service to end users
- Ensuring that an inventory of all user related equipment, software and software licenses is properly and adequately maintained, and ensuring timely execution of workstation hardware and software upgrades
- Participating in the extended support duty roster coverage and assisting the Team Leader in monitoring, measuring and evaluating the KPIs accordingly
- At least 2 years of related experience
- Advanced diploma in IT or a higher qualification, or equivalent technical knowledge and experience
- Good understanding of service desk and ticket management
- Good knowledge of Office 365 and Active Directory
- Good understanding of ITIL