Key Performance Areas Customer Service Receive calls from senior customer engineer/ help desk. Verify/ identify problems with help desk. Contact users to get clarity on problems and trouble shoot. Provide telephonic support to users if possible. Provide physical assistance to users if necessary. Escalate problems to senior customer engineer if necessary. Provide temporary PCs to users when necessary (prioritise). Update users on progress being made in solving their problems. Fully test the solution to ensure that the problem is resolved. Ensure all customer queries are attended to and resolved within agreed SLAs. IT Support Analyse user problems. Prioritise user problems based on severity. Train user on how to use IT equipment. Research and recommend better ways to reduce IT user problems. Develop good working relationship with users. Keep users posted on the progress of their calls. Ensure that there are no comebacks on work done. Hardware Maintenance and Repairs Undertake maintenance and repairs on damaged and repairable hardware. Report on uneconomical repairs. Recommend replacement. Schedule and administer regular maintenance of IT equipment. Network and Telephone Support Provide daily operations support and maintenance for network and telephone infrastructure (1st line support). Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists. Replace faulty devices. Ensure timely problem resolution. CSN Support Respond to remote/satellite customer callouts (hardware, software and network calls). Provide telephone infrastructure (1st line support). Offer customer training. Provide customers with regular feedback on their service requests. Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork. Asset Management Undertake audits of hardware and software assets. Maintain and update a register of all IT assets. Provide technical advice on hardware and software to be produced by users. Research and Development Keep abreast of trends in hardware and software developments. Research on new problems/ challenges as they occur. Share information with technical staff and document solutions found. Reporting Contribute to the preparation and submission of Regulation reports. Aid in the development of functional reporting systems, for management, project or performance reporting. Report regularly and periodically perform necessary submissions as and when required to provide progress updates and/or inform management decisions. Stakeholder Management Aid in proactive and progressive relationships with key stakeholders. Deal with inquiries and requests for information from both internal and external stakeholders. Aid in the maintenance of relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time. Qualifications and Experience Bachelors Degree/ Advanced Diploma in Information Technology related qualification. Relevant 4 years experience in system support environment