We are an experienced team of scientists, professionals, and African and global partners.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Deliver exceptional first-line support to end-users experiencing technical difficulties across various communication channels, including phone, email, and in-person interactions.
• Leverage your analytical skills to diagnose and efficiently resolve various hardware, software, and network-related issues. Seamlessly escalate complex matters to senior IT personnel while maintaining clear communication with users throughout the resolution process.
• Assist with configuring, deploying, and setting up computers, peripherals, and software applications for new employees, ensuring they possess the requisite tools for optimal performance.
• Meticulously manage user accounts and access permissions following established company policies. This includes account creation, modification, and deactivation as needed while prioritising data security and integrity at all times.
• Document support requests, resolutions, and troubleshooting procedures to contribute to developing and maintaining a comprehensive knowledge base. This fosters self-service capabilities and enhances overall departmental efficiency.
• Continuously expand your knowledge by actively participating in training sessions and workshops to stay abreast of the latest IT support and customer service trends and best practices.
• Foster a collaborative work environment by effectively partnering with other IT team members to resolve technical issues promptly.
• Additionally, collaborate with cross-functional teams to implement IT projects and initiatives that drive organisational productivity and efficiency.
• Provide comprehensive analysis and support for implementing new and existing solutions, maximising their value.
• Track and monitor the resolution time for reported technical issues to ensure efficient and timely support.
• Implement strategies to reduce the recurrence of common technical problems through proactive troubleshooting and preventive measures.
• Assist in the implementation of ICT projects, including system upgrades, migrations, and deployments.
• Participate in project planning, testing, and evaluation activities under the guidance of senior ICT staff.

PERSON SPECIFICATIONS

Minimum Academic Qualifications

• Bachelor’s degree in information technology, Information Science, Computer Science, Business IT (BBIT), or a related field.

Knowledge, Skills, and Attributes

• Must understand and demonstrate the Foundation’s values such as respect, accountability, excellence, diversity, and inclusion.
• Must demonstrate ability to pay attention to details.
• Must promote knowledge sharing and learning.
• Must have a high level of integrity and flexibility.
• Must embrace continuous learning and improvement.
• Must possess client relations and collaboration with other team members.
• Client focused approach.