IT Technician/ Helpdesk

KEY PERFORMANCE AREAS AND RESPONSIBILITIES

Key Performance Area

Performance Outputs

• Maintain the computers, TV’s and printers at the different branches;
• Managing Freshdesk software for tickets logged, Follow up with technicians on tickets, follow up with approvals, Service providers;
• Telephone support for various software and hardware issues;
• Networking in the branches (running cables, installing switches to various parts of a shop to link up the computers to the network);
• Ensure the configuration and setting up of displays;
• Responsible for mounting up TV’s and Monitors;
• Responsible for keeping up to date with stock and asset register/lists of technical equipment;
• Ensuring availability in times of emergency which can entail weekends and evenings;
• Configuring and managing displays in branches;
• Set up workstations with computers and necessary peripheral devices (routers, printers etc.);
• Responsible for setting up users with username and password for Windows;
• Responsible for setting up users with email addresses and configuring it on the user profile;
• Ensure security and privacy of networks and computer systems;
• Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality;
• Reporting faults to different service providers YIT, Telkom, AND, Nashua and DSTV;
• Making sure the generators are taken for service when it is needed;
• Responsible for ensuring that all of MWOS policies and procedures are adhered to throughout the different branches and reporting all noncompliance;       
• Ad hoc functions as required.

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

• Stakeholder engagement
• Achieving personal work goals and objectives
• Adhering to principles and values
• Deciding and initiating action
• Delivering results and meeting customer expectations
• Ability to maintain a high level of accuracy in preparing and entering information and attention to detail;
• Record keeping skills;
• Strong customer service focus.

Generic Competencies:

• Inter and Intrapersonal Skills
• Communication Skills – written + verbal
• Problem solving skills
• Accuracy + Attention to detail

• Time Management Skills
• Co-ordination Skills
• Team Working Skills

• Professionalism
• Honesty + Integrity
• Innovative
• Patience + empathetic

Values

• Passion
• Proactive
• Accountability and Ownership
• Change
• Teamwork
• Service Excellence