GAP: Helpdesk Technician

Purpose of the position

As part of the IT team, the successful candidate will provide efficient and responsive technical support across the business. This includes resolving basic technical issues, supporting end users, and ensuring a high standard of service delivery.

Key responsibilities of the position

o The successful candidate will fulfil the following primary functions:
o Serving as the first point of contact for users seeking technical assistance;
o Performing remote troubleshooting using diagnostic techniques and targeted questioning;
o Determining the most appropriate solution based on the issue and information provided;
o Guiding users through the problem-solving process in a clear and structured manner;
o Escalating unresolved issues to the relevant support teams where necessary;
o Recording incidents, problems and resolutions in system logs; and
o Following up with users to ensure ...