Requirements

• 3 years National Diploma in relevant or related field.
• BSc/BA in IT/Computer Science/ IT Engineering will be an added advantage
• IT-related certification such as CompTIA A+, N+, Microsoft, or equivalent will be advantageous.
• Minimum of 2–5 years’ experience in a Service Desk, networking, or systems administration environment
• Proven experience as a Help Desk Technician or in a similar IT support/customer service role
• Experience supporting remote users through remote access and troubleshooting tools
• Experience working within SLA-driven environments and adhering to IT support procedures and standards

Skills & Competencies

• Strong technical knowledge of desktop hardware, software, printers, laptops, and peripheral devices
• Proficiency in Microsoft Office 365, Windows operating systems, and basic Active Directory administration
• Working knowledge of networking concepts including TCP/IP, LAN/WAN, VPN, DNS, and Wi-Fi connectivity
• Understanding of cybersecurity principles, antivirus software, and data protection best practices
• Ability to install, configure, maintain, and troubleshoot computer hardware and software
• Ability to diagnose, troubleshoot, and resolve basic to intermediate technical issues efficiently
• Knowledge of system backups, user account management, and access control processes
• Strong attention to detail and commitment to service excellence
• Willingness to work flexible hours and provide after-hours support when required

TECHNICAL COMPETENCIES

• Strong Technical ability
• Customer Insight and Focus
• Analytical & Diagnostic Skills
• Solution Generation / Problem Solving
• Listening and Communication Skills
• Stakeholder Management
• Self-motivated and self-driven
• Adaptability & Agility
• Attention to detail

BEHAVIOURAL COMPETENCIES

• Negotiation & Influencing
• Planning & Organising
• Focused
• Communication skills
• Results Orientated 
• Ethical Commitment
• Balanced Judgement and Accountable leadership

Responsibilities

• IT Service Desk Technician is the first level point of contact for customers to obtain technical support.
• To install, assess, troubleshoot, maintain, and upgrade computers, all other endpoint devices such as cell phones and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.
• Provide support for meeting room connectivity and Audio-Visual (AV) equipment during meetings and presentations
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Receive, log, track, and manage support tickets raised via telephone, email, or in person, acting as the single point of contact for IT-related incidents and requests.
• Maintain accurate and detailed support documentation, including resolutions, troubleshooting steps, and user guides, to improve service efficiency and knowledge sharing.
• Analyse customer-reported issues, conduct research where necessary, and determine the most effective and timely solution.
• Identify deviations from established IT procedures or service standards and implement corrective actions to restore compliance and service quality
• Guide users through the problem-solving process in a professional and customer-focused manner.
• Provide 1st level support for Audio-Visual (AV) issues and escalate unresolved matters to the AV Technician(s) or Service Desk Team Leader when required.
• Demonstrate a consistently positive, professional, and customer-centric attitude while collaborating effectively with colleagues and other support teams.
• Escalate unresolved or complex technical issues to the Service Desk Team Leader or relevant support teams in accordance with escalation procedures.
• Provide accurate information and guidance regarding IT products, services, systems, and company assets.
• Follow up with users to provide updates on ticket progress, confirm issue resolution, and ensure customer satisfaction.
• Communicate customer feedback, concerns, and suggestions to the Service Desk Team Leader to support continuous service improvement.
• Identify and recommend opportunities to improve IT support processes, procedures, and service delivery standards.
• Ensure all incidents and service requests are managed in line with IT Service Management (ITSM) processes and agreed Service Level Agreements (SLAs).
• Support and promote adherence to organisational cybersecurity policies, standards, and best practices.

Additional Information

• IDC is committed to equality, employment equity and diversity.
• In accordance with the employment equity plan of the IDC and its employment equity goals and targets, preference may be given, but not limited to candidates from under-represented designated groups.

Ref No

• IDC00746