As our name suggests, we provide solutions to everyday business challenges using only the best and most efficient Applications, Systems and Hardware in the IT industry.  But we are focused on four key strategic areas; IT Infrastructure, Security, Fleet Management and Virtual Internet Service Provider (VISP). Our customers have access to vast resources with a combined experience of over 30 years in Computer Engineering, Network Engineering, Business Application Systems and so much more

Key Responsibilities: 

• Ensure that all support calls are handled effectively. 
• Ensure that all clients’ systems are operating optimally. 
• Organize the appropriate resource to deliver solutions in the fastest time possible. 
• Produce reporting information for clients to a high quality and to a deadline 
• Logging of all support calls in the ticket system. 
• Providing 1st line technical support. 
•  Maintain a high degree of customer service when responding to support issues. 
• Take ownership of support issues and seek closure ensuring all relevant support procedures are followed.  
• Escalating IT issues to the IT manager where necessary 
• Responsible for managing backups 
• Responsible for Service order, purchase order preparation
• Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems
• Incident and problem management
• Install, maintain and support new applications
• Work to SLA thresholds for incident(s), request(s) and problem(s)

Skills, Knowledge and Experience:

The ideal candidate would have a very high level of customer service experience and ideally past experience working in a help desk environment. Training will be given where appropriate Essential:

• Experience within IT service delivery
• Customer Service
• High Standard of Incident and Problem management
• Past experience using helpdesk applications
• Experience in Incident Trending and analysis
• Excellent troubleshooting and problem-solving skills
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting