IT 1st Line Support Technician

Key purpose of the role

Responsible for maintaining a high degree of employee service for all support queries and adhere to all service management principles.

Key outputs/accountability

• Identify, troubleshoot, research, support and resolve IT issues in relation to the helpdesk.
• Delivery of high quality remote and in person IT support on a range of technical incidents and problems across employee base.
• Respond appropriately to, and effectively resolve incidents, queries or complaints timeously.
• Effectively log, update and track requests, incidents, queries or complaints via the helpdesk system until their resolution.
• Identify and escalate re-occurring problems and incidents via the helpdesk system.
• Identify areas where employee training is necessary or required.        
• Allocate service tickets according to roles and responsibility within the department and follow up on priority calls to ensure employee satisfaction.
• Update and maintain the IT documents knowledge.
• Assisting with IT procurement and asset management processes.
• Take ownership of incidents assigned to you and manage them through to resolution.

Educational qualifications

• A+
• N+
• Minimum of a diploma/degree in IT or related qualification
• ITIL Foundation V3

Required knowledge and experience

• 1-3 years’ experience in the same or similar role
• Experience of providing IT Support in a commercial/media environment

Required skills

• Excellent telephone etiquette
• Excellent communication skills
• Good interpersonal skills
• Desktop and Laptop troubleshooting skills using remote tools
• Good technical understanding of current leading technologies, suppliers and industry terminology
• Able to prioritize under pressure and work to deadlines
• Excellent decision making, judgement, planning and organization skills
• Ability to work well within a team, supporting other team members

Attributes

• Team player
• Attention to detail and accuracy
• Initiative
• High levels of professionalism
• Punctuality
• Quick learner
• Process-focused

Suitable candidates will be selected in accordance with Primedia Broadcasting’s Employment Equity Policy. Correspondence will only be conducted with short listed candidates. Should you not hear from us within two weeks of the closing date, please consider your application unsuccessful.

Send your detailed CV to broadcastingcareers@primedia.co.za with the Subject Line “IT 1st Line Support”. The closing date for applications is 22 October 2024.

Posted on 17 Oct 17:16, Closing date 25 Oct