IT HELPDESK TECHNICIAN (PATERSON BAND CL)
Letšeng seeks to engage a qualified Mosotho professional with appropriate skills and aptitude to fill the position of IT Helpdesk Technician (Paterson Band CL).
PURPOSE: To manage and administer the Letšeng Diamonds Helpdesk System to ensure incidents, changes and problems are managed in alignment with the Business Service Level Agreement (SLA); the administration of the Application Register, IT Assets and assisting with ad hoc tasks and activities as required within IT to allow the achievement of Company business needs and objectives and provide monthly statistics on the performance of Letšeng IT against SLA.
MAIN OUTPUTS AND RESPONSIBILITIES
• Administering/Configuring and maintaining the IT Helpdesk System to meet business requirements whilst also providing telephone call-in support for all Letšeng Users and Subcontractors
• Initiate troubleshooting and first call support where possible and opening of tickets and allocation of second line/field support resources in consultation with IT Supervisors to resolve problems and incidents
• Monitoring of open tickets and acting to resolve tickets that are nearing SLA timelines
• Follow up and manage all incidents/change requests logged with external Service Providers, and update the Helpdesk System accordingly
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity
• Assist with updates and the maintenance of the IT Disaster Recovery documents
• Monitors the SolarWinds System, including any other monitoring system in place and proactively log calls on the Helpdesk System as appropriate
• Provide remote support to all Letšeng Users and Contractors making use of Letšeng IT remote support services and Infrastructure
• Install software and provide training in the use of general IT systems and applications e.g. video conferencing (VC), telephone system, etc.
• Check functionality of VC facility daily
• Assists on an ad hoc basis with the installation and termination of network cables (UTP, Coaxial and Fibre Optic Cables) as well as all other ad hoc tasks on request and during peak demands
QUALIFICATION AND EXPERIENCE REQUIRED
• CCNA; MCSE; Diploma in Information Technology or Computer Science or Computer Systems Engineering Degree or Diploma. Diploma in ITIL/ CoBIT and IT Helpdesk Systems
• ITIL/ CoBIT certification will be advantageous
• Certification in the use of Helpdesk Systems, with experience in Cherwell advantageous
• Light Vehicle Driver’s Licence
• 3 years experience in the use and administration of IT Helpdesk Systems; 3 years relevant experience in an IT network support environment and 2 years experience in CoBIT and ITIL, and the implementation and continued improvement thereof
REQUIRED SKILLS AND COMPETENCIES
• Sound knowledge and understanding of the work methods and techniques applied in the execution of IT-related outputs; Good knowledge of all network cables, switches and Microsoft applications and wireless communication
• The ability to utilise the correct computer software and the relevant functionality applicable to the outcomes required; Maintenance, configuration and upgrade as required of the IT Helpdesk System
OTHER REQUIREMENTS
• Candidates will be required to undergo a medical examination of fitness as per requirements
Interested candidates should apply online at www.pnet.co.za. All applications should bear the reference i95/259/ITHDTEC.
CLOSING DATE: 9 September 2022.
DISCLAIMER: Only applicants who applied through www.pnet.co.za will be considered and only short-listed candidates will be responded to.