IT Helpdesk Operator - Head Office - KZN (Kwazulu Natal)

MAIN FUNCTIONS OF THE JOB

Technical Support

• Troubleshoots and resolves IT issues for staff and customers to maintain operational efficiency.

• Installs, configures, and upgrades software and hardware to ensure compatibility with existing systems.

• Maintains and updates documentation on IT processes and issues to ensure accurate records are kept.

• Monitors IT systems and networks to detect and mitigate potential issues.

• Respond promptly to user inquiries via phone, email, and helpdesk system.

• Guide users through step-by-step solutions, either in person or remotely.

Customer Service

• Communicates with staff and customers to provide timely updates and resolutions to their IT queries.

• Educates users on best practices for IT system usage and security to prevent future issues.

• Logs and tracks all incidents and requests to ensure a comprehensive support history.

• Professional demeanour and positive attitude.

System Maintenance

• Performs routine maintenance and updates on IT systems to ensure optimal performance.

• Collaborates with the IT team to implement system improvements and upgrades.

• Ensures compliance with IT policies and procedures to maintain data security and integrity.

Reporting

• Generates and analyses reports on IT support activities to identify trends and areas for improvement.

• Provides feedback to the IT Helpdesk Manager on recurring issues and potential solutions.

Requirements

QUALIFICATIONS

• Diploma or Degree in Information Technology, Computer Science, or a related field

• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous

PREFERRED EXPERIENCE

• Minimum of 2-3 years in an IT support role, preferably within the banking industry

• Experience with IT service management tools and systems

KNOWLEDGE

• Understanding of IT support processes and best practices

• Familiarity with banking IT systems and software

• Knowledge of cybersecurity principles and data protection