Vacancy
The incumbent will report to the ICT Analyst: Application Specialist.
KEY PERFORMANCE AREAS
Support Services/Training:
Assists in the day-to-day operation and performance of the Service Desk
Trains users on using NIPAM’s Systems, e.g. email, audio-visuals, video conferencing etc.
Liaises with users by phone and decides whether problems or needs are software related or a lack of understanding of procedures.
Responds to incoming calls per priorities and agreed service levels.
Attends to tickets logged on the Service Desk System.
Help-desk Services:
Deals with enquiries and provide advice by phone, email, social media and drop-ins.
Provides adequate 1st level IT support to customers
Accurately records calls to the Information Technology Helpdesk using paper-based and
computerised systems and procedures.
Follows-up and resolves query/problem within agreed times.
Monitors trends of requests and problems and identifies preventative or contingency plans to
fix causes.
Fault Finding/ Fixing:
Assists with investigating and resolving higher-level faults that occur and escalate these to the
appropriate area.
Assists with recording incidents and resolutions using the Service Desk software.
Assists with maintenance of the IT equipment, asset management and other record-keeping
activities.
Network and Communication Support:
Operates, maintains and troubleshoots network systems.
Operates and maintains audio-visuals, video conferencing and data communications systems.
Assists users and clients with data communication systems.
Installs computer hardware, network software, operating system software and application
software.
QUALIFICATIONS
Minimum Qualifications:
Degree in IT or relevant qualification (NQF Level 7)
More Information
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Job Application Details
APPLICATION DETAILS
NIPAM is an equal opportunity employer and encourages applications from designated groups e.g. women and persons with disabilities, in particular, in terms of the Affirmative Action (Employment) (Act No. 29 of 1998). Applications should include an Application Letter, Curriculum Vitae, Certified copies of qualifications and Identification document or passport. The closing date for applications is 12 June 2024 at 16:00 PM. Applications should be emailed to [email protected]
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