Job Description

Responsibilities



  • Provide telephonic, remote and on-site technical support to end users.

  • Install, configure, maintain and upgrade desktop and end-user computing hardware and software.

  • Ensure that end-user devices comply with applicable patching, security, software-version and configuration standards.

  • Analyse, diagnose, troubleshoot and resolve hardware, software, peripheral and desktop-level connectivity issues.

  • Resolve incidents and service requests escalated by the Service Desk within the scope of Tier 2 support.

  • Accurately log, categorise, prioritise, update and resolve incidents and service requests.

  • Manage assigned tickets in accordance with agreed SLA targets and support procedures.

  • Take ownership of user issues and follow them through to resolution.

  • Provide users with timely and professional progress updates.

  • Escalate complex or unresolved i...

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