Key Responsibilities:

• Configuring computer operating systems and applications.
• Assisting clients through a series of actions, either through walk in, remote access, telephone or physical visit.
• Troubleshooting Level 1 faults and solving hardware/software faults and replacing parts as required.
• Working continuously on a task until completion (or referral to third parties e.g. Level 2-3 Support teams,) while prioritizing and managing open cases one at a time to ensure SLAs are met.
• Rapidly establishing a good working relationship with user’s customers and other professionals e.g., software developers to facilitate solution finding, testing of new hardware, software and devices.
• Provides qualitative solutions for all Systems queries /complaints aimed at achieving the defined SCB Quality Assurance Standards.
• Provides detailed hardware issues reports, and recommendations or any other feedback to the Team Leader or Head of Technology Support Services.
• Achieve agreed upon individual Key Performance Indicators.