We are looking for a competent Help desk technician for our Port Elizabeth Office to provide fast and useful technical assistance on computer systems. The successful candidate will answer queries on basic technical issues and offer advice to solve them. The candidate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Must be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business. Duties & Responsibilities Responsibilities Daily IT technical desktop level support to the agents in the call centreHanding the daily IT Incidents service requests and close loopingServe as the first point of contact for customers seeking technical assistance over the phone or emailSupport the remote troubleshooting through diagnostic techniques and pertinent questionsRegular check-up and following the iSON IT and IS policies and processesEscalate the DC and N/W issues to the iSON Global NOC for the L2 and L3 supportRecord events and problems and their resolution in logs and share the daily, weekly and monthly iSON IT reportsInstalls; configures computer hardware, authorised software, systems, network, and office equipment.Ensures Antivirus is installed on to all company desktops and laptopsDisables expired accounts by following up with HR monthly on terminations/separations.Plans and undertakes scheduled maintenance upgradesProvides 24X7 IT support in the call centre on hardware and software mattersTimely creates user accounts, user account administration, files rights management and permissions.Responsible for implementation of IT security process and procedures; and ensure adherence of the sameMaintenance a record of all software licensesCoordinates with the approval of the manager; timely purchase and installation of IT consumables and other suppliesLogs and attends to employees IT queries; and analysis trends to ensure effective and long-lasting solutions are implemented.Keeps track of IT assets as per company policyEscalates IT matters in a timely manner to the relevant IT management personnel to ensure zero to minimal downtime.Prepares monthly IT report as per pre-determined parametersDesired Experience & Qualification Requirements and skills Proven experience as a help desk technician or other customer support role Graduate with specialization in Information Technology At least 2 years of work experience with minimum 6 months of relevant exposure Excellent technical skills which include but not limited to Good problem-solving skills Excellent analytical skills Ability to work independently with minimum supervision These jobs were popular with other job seekers#J-18808-Ljbffr