The Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Manager SSA.04th December, 2024Main Purpose of the JobThe Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Manager SSA. The IT Support role will respond to all countries technical queries. Technical queries consist of helpdesk functions, troubleshooting, support IT projects as required.Position in the OrganisationThe primary objective of the Information Technology Support is to respond to all countries technical queries within the Sub Sahara region.Scope of the JobThe IT Support will be responsible for, but not limited to the following:CompliancePractice the ALS Health and Safety Foundation Standards.Practice the ALS company core values.Abide by the ALS company policies and procedures.Abide by local legislative requirements at all times.IT ResponsibilitiesRespond to requests for technical assistance in person, via phone, and electronically.Perform Helpdesk functions.Troubleshoot computer hardware, software or networkInstall new software on user's computersClean, modify and repair computer hardware including monitors, keyboard and printersSupport IT projects as requiredProvide instructions and continuous training to end usersDevelop procedures and supporting documentation as requiredHelp DeskProvide direct end-user support to personnel in ALS Laboratories – measured through the job closure rate in the Helpdesk applicationEnsure IT services are operating effectively for the locations identified – measured through incident rates, support calls and system availabilityProvide responsive frontline support via telephone, helpdesk and remote support systems – measured through customer feedbackIdentification and collation of IT asset information – measured through accuracy of helpdesk and equipment register recordsProactively monitor a number of IT Systems to maintain Operational integrity.Solve a high percentage of requests at time of initial contactKeep personnel informed of the status of helpdesk jobs via follow-up calls during and after resolutionEnsure helpdesk jobs are closed only after confirmation of resolution by the requesting partyEncourage personnel to use helpdesk as first point of call for fault resolutionNew incoming tickets logged must be attended within three hoursCreate and maintain user accounts as authorisedBuild and install hardware and software per the Group's Standard Operating EnvironmentInstall and maintain printers, laptops and PCsProvide end user training and documentation (where required)04th December, 2024Main Purpose of the JobThe Information Technology Support will be based in Johannesburg, South Africa and reporting to the Information Technology Manager SSA. The IT Support role will respond to all countries technical queries. Technical queries consist of helpdesk functions, troubleshooting, support IT projects as required.Position in the OrganisationThe primary objective of the Information Technology Support is to respond to all countries technical queries within the Sub Sahara region.Scope of the JobThe IT Support will be responsible for, but not limited to the following:CompliancePractice the ALS Health and Safety Foundation Standards.Practice the ALS company core values.Abide by the ALS company policies and procedures.Abide by local legislative requirements at all times.IT ResponsibilitiesRespond to requests for technical assistance in person, via phone, and electronically.Perform Helpdesk functions.Troubleshoot computer hardware, software or networkInstall new software on user's computersClean, modify and repair computer hardware including monitors, keyboard and printersSupport IT projects as requiredProvide instructions and continuous training to end usersDevelop procedures and supporting documentation as requiredHelp DeskProvide direct end-user support to personnel in ALS Laboratories – measured through the job closure rate in the Helpdesk applicationEnsure IT services are operating effectively for the locations identified – measured through incident rates, support calls and system availabilityProvide responsive frontline support via telephone, helpdesk and remote support systems – measured through customer feedbackIdentification and collation of IT asset information – measured through accuracy of helpdesk and equipment register recordsProactively monitor a number of IT Systems to maintain Operational integrity.Solve a high percentage of requests at time of initial contactKeep personnel informed of the status of helpdesk jobs via follow-up calls during and after resolutionEnsure helpdesk jobs are closed only after confirmation of resolution by the requesting partyEncourage personnel to use helpdesk as first point of call for fault resolutionNew incoming tickets logged must be attended within three hoursCreate and maintain user accounts as authorisedBuild and install hardware and software per the Group's Standard Operating EnvironmentInstall and maintain printers, laptops and PCsProvide end user training and documentation (where required)Competencies required for the role are as follows:Behavioral Competencies. Excellent interpersonal, planning and communication skills· Maintain confidentiality and integrity· Highly organised and flexible· Sound decision making, problem solving and preventive measures skills· Demonstrates accountability and a team player· Ability to investigate, resolve and respond to queries· Inspires and drives excellence in all aspects of work· Interact and communicate in a respectful manner taking into consideration the diverse culturesTechnical Competencies· Excellent numerical and analytical skills· Strategic planning/thinking and implementation abilities· Ability to multi task and meet challenging deadlines· Effective communication skills both verbally and written within all levels of ALS and with the clientsQualifications and experience· Grade 12 required· MCSE, A+, N+ or similar· At least 2 years' computers and networks experience within multinational companies· Experience in both Domain and Workgroup environments,· Networking (LAN, Wi-Fi)· Router, Switch and network device configuration.· Skills in French and English is advantageous· Ability to travelApply For Job
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