This role involves working closely with the IT support team, contributing to helpdesk operations, resolving technical issues, and ensuring IT services align with business requirements and agreed Service Level Agreements (SLAs). While the role is primarily based in Bon Accord, the incumbent must be willing and able to provide IT support at various sites across different regions as required.
Key Responsibilities
- Provide first- and second-line IT support to users across the organisation
- Act as the primary point of contact for IT-related queries from internal departments
- Support helpdesk operations, including incident and request management
- Monitor support ticket queues and ensure adherence to agreed SLAs
- Troubleshoot and resolve hardware, software, and network-related issues
- Deliver on-site IT support at regional locations when required
- Collaborate with internal IT teams (infrastructure, cybersecurity, and applications) to resolve cross-functional issues
- Identify recurring technical issues and recommend sustainable, long-term solutions
- Maintain accurate documentation of support processes, system configurations, and troubleshooting procedures
- Compile regular reports on support performance, ticket resolution times, and user satisfaction
- Analyse support trends and recommend improvements to IT systems, tools, and processes
- Communicate effectively with users at all levels to ensure a high standard of IT service delivery
- Ensure compliance with company policies, safety standards, and IT governance requirements
- Grade 12 (Matric) with a relevant qualification in Information Technology
- Minimum of 3 years experience in an IT support role, with the ability to work independently and autonomously
- Proven experience using IT Service Management (ITSM) tools, such as:
- ServiceNow
- Freshservice
- Halo
- Jira Service Desk
- Relevant industry certifications will be advantageous, including:
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator
- Strong problem-solving and decision-making ability
- Positive attitude with a customer-focused mindset
- High attention to detail
- Strong teamwork and collaboration skills
- Clear and effective communication
- Good time management and organisational skills
- Flexible, adaptable, and resilient
- Ability to manage stress effectively in a fast-paced environment
- Creative and proactive approach to resolving technical challenges
- Market-related salary
- Subsidised Medical Aid and Pension Scheme
- 13th Cheque
Appointment will be made in line with the organisations Employment Equity Plan.
