Formal Education:

• Grade 12
• IT Diploma / Degree will be advantageous

Experience:

• 4-7 years’ experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements

Technical / Legal Certification:

• IT Diploma/certificate
• CompTIA A+
• CompTIA N+
• Relevant OEM certifications (HP, Dell, Lenovo,)
• ITIL v3 Foundation Certification (advantageous)
• MCSE (Advantageous)

Key Performance Areas:

• End user support - Resolve logged incidents as per client contract
• Deliver customer service - Communicate, dress, and display positive attitude
• Quality incident resolution - Ensure incident is resolved on first contactwithin SLA
• Compliance to pending rules - Ensure compliance to pending rules is followed
• Quality ...