Main Purpose of the Job
Responsible for the timely and effective response to the full spectrum of IT user queries and problems by providing technical support to users including performing desktop software and hardware installation; performing routine maintenance on data centre equipment, troubleshooting problem areas (in person, or remotely), providing end-user assistance where required and maintaining an adequate spare parts inventory of systems, subsystems and component parts used in repair work with the aim of ensuring the optimal delivery of IT services to the business without interruption.
Duties and responsibilities include:
Incident Management
- Respond telephonically to user issues
- Identify user information
- Log incidents / calls and complete checklists
- Conduct telephonic diagnostics to facilitate prompt resolution where possible
- Monitor severity of incidents, update the system, and escalate issues where necessary in line with policy
- Complete Incident priority reports for shift handover meetings with the correct level of detail for current incidents
Stabilised Data Centre Environment
- Detect and respond to technical problems
- Identify opportunities for continuous improvements and respond to feedback from service statistics / information (CSIP)
- Maintain the business unit computer services and equipment ensuring the configuration of the environment is in line with best practice
- Make recommendations on computer products or equipment to improve company productivity.
- Store a spare parts inventory of systems, subsystems and component parts used in repair work.
User Engagement
- Answer calls received promptly and treat all clients with respect
- Analysis’s severity of the issue i.e. high, medium, low
- Elicit caller information for mandatory fields
- Capture information accurately and efficiently into the system
- Respond to incidents logged by end-users that cannot be resolved telephonically
- Provide desktop support by using diagnostics to facilitate prompt resolution where possible
- Complaints, disputes and suggestions are actioned / escalated as per SOP
- Service delivered as per SOP
- Coach end-users in the use of certain software
Desktop Installations
- Make preparations for the installation of software
- Install or update required hardware and software
- Update SOPS and communicate with regard to resources
- Update repository of standards
Vendor Engagement
- Liaise with vendors with regards parts, repairs, services
- Schedule logistics if required
- Escalate issues identified if relevant
- Attend Vendor management meetings if required
- Complete orders for approval with regards work completed
Minimum requirements (Education and Experience)
- Matric or equivalent
- Diploma in IT or equivalent NQF Level 6 in IT
- MCSE, ITIL Foundation Certification is an advantage
- Meets all requirements for a Gaming license
- No experience
- Ability to solve complex problems
- Manage and mitigate risks
Core behavioural competencies
- Problem solving
- Assessing and evaluating information
- Initiative
- Decision-making skills
- Dealing with customer
Technical/ Proficiency competencies
- Risk Management skills
- Listening skills
- Telephone skills
- IPTV Technologies
- Good networking knowledge
- Understanding of Technology Operations
- Infrastructure Knowledge
- Client Computing
- Gaming Product and Service Knowledge
- Hospitality Product and Service Knowledge
Work conditions and special requirements
- Able to work shifts and weekends
- May be required to work overtime in line with operational requirements
Additional Information
Please Note that, Preference will be given to suitably qualified employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the relevant internal recruitment policy as well as unit’s employment equity plans and Gaming Board License conditions.
POPI Statement
Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.
