Key Responsibilities
- Diagnosing, troubleshooting and resolving technical issues reported via phone, email, or WhatsApp
- Aiming to solve problems immediately upon first contact to maintain high user productivity.
- Handling account provisioning, including setting up new users (onboarding) and closing accounts for departing staff
- Identifying complex issues that require specialised attention and escalate to Level 2 or Level 3 support teams
- Ensuring all requests are handled within agreed-upon timeframes to meet organisational standards.
- Maintain and update the software application with a comprehensive knowledge base of common issues and solutions to improve team efficiency.
Key Skills & Qualifications
- Deep knowledge of Windows and Mac operating systems, Microsoft 365 and basic networking is an advantage.
- Strong written and verbal skills are essential for explaining technical solutions to non-technical users.
- The ability to remain calm under pressure and logically troubleshoot complex systems.
- ITIL Foundation, CompTIA A+, or Microsoft Fundamentals
Applicants with less relevant experience are welcome and will be considered for junior-level positions
