Job Description

Position Details

Title:Service desk

Reports to:IT Service Desk Manager

LocationHead
Office , AM Solutions

Primary Focus

The I.T Support Technician's
role is to support and maintain the I.T environment across all stores and
departments within the My Chemist Group. This is done both remotely and on-site
by handling all incoming I.T requests via the service desk.

As a support technician, you will be required to assist our
stores and staff with their I.T queries and troubleshoot their issues in order
to provide the best possible solution.

Key Responsibilities

Functional responsibilities

§ Attend to requests that come through the
service desk according to priority

§ Accurately assign and prioritise the
request as required

§ Respond to the request promptly and
analyse their requirements

§ Use all available tools, resources and
knowledge base to diagnose the issue and assist with the request

§ Provide IT support remotely to resolve
the requests to the end user’s satisfaction

§ Escalate through the correct channels
as required

§ Document the processes and procedures
used to resolve the incident

§ Populate the knowledge base for future
reference

Teamwork and Relationships

§ Establish
and maintain strong relationships with relevant stakeholders in the Group,
which includes Managing Partners, Managers and other staff personnel

§ Work
closely with third party technicians and support personnel

§ Demonstrate
teamwork and foster good communication with colleagues as well as other staff
and management

General Responsibilities

§ Ensure
that the highest standard of privacy and confidentiality are maintained at all
times and practices are in line with relevant legislation.

§ As
and when required, undertake additional projects or activities as directed by management.

§ Act
in accordance with all Group policies and procedures.

Qualifications and Experience

§ Certificate IV/Diploma in IT
(desirable)

§ Previous experience as an IT Support
Tech (desirable)

§ Microsoft and ITIL certified is ideal

§ Basic technical knowledge with IT
peripherals and network systems

§ Comprehensive technical knowledge of
Windows 7 operating system

§ Ability to read and understand
technical manuals and procedural documentation

Personal Attributes

§ Ability to communicate clearly and
effectively both verbally and in writing

§ Great organisational skills and
attention to detail

§ Ability to manage and prioritise tasks

§ Strong customer service attributes

§ Ability to lift and manoeuvre heavy
objects when required