Application Helpdesk

Job Description

We are actively searching for a talented and experienced Application HelpDesk. Professional resources provided must be guided by best practice principles and standards supported by relevant skillsets, experience, and certifications in ITIL 4 practices as a methodology and approach for ICTSM’s consolidated HelpDesk for ICT Applications and Infrastructure Service Requests

Responsibilities

• Incident Logging
• Incident Management
• Problem Management
• Configuration Management
• Release Management
• Change Management
• Provision of a centralised point of contact which will be via an incident management system which logs a reference ticket in email response, telephonic follow up, remotely or physically resolution of requests.
• All service desk requests and/or logs shall be maintained, to provide detailed reports at the end of the month.
• Assignment of request to applications and infrastructure technical help desk technicians
• Management of daily support requests, speedy resolutions of faults and adherence and enforcement of SLA performance framework and service delivery
• Adherences and enforcement policies and procedures for delivery of end-user support. Include recording procedures, test fixes and follow-ups.
• Study end-user support tools and systems currently in place at the Services SETA and make recommendations for enhancements or reconstructions.
• Build / Enhance Systems in line with approved recommendations above

Experience/Qualification

• Diploma or equivalent in Information Technology Knowledge of Learner Management Information Systems would be an added advantage
• Industry qualifications: ITIL, (Latest ITIL 4 would be an added advantage), Min 5 years’ experience in the above domain

If you meet the above requirement please email your CV to info@soma-solutions.co.za