Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era. Join us and be part of a diverse and global team of thinkers and doers, and make an impact.The IT Support Analyst will provide 2nd and 3rd level technical support and guidance to Users on a regional basis,ensuring all desktop / laptop systems, networked systems and telecommunication systems are functional and that agreed service levels are metResponsibilities:To manage and support desktop / laptop hardware and Business software systems within agreed SLA’s To plan, evaluate and propose improvements to desktop systems and provide extended support as and when required Assist local network installation projects, including cabling and patching Assist network server support and maintenance procedures Assist in the maintenance and administration of telephone systems Develop allocated primary skills in support of the Operations team Assist in local project implementation, such as technology refresh and roll outs and project work Respond to Helpdesk reported support calls via telephone/desk-side support and remote access assistance To maintain the Helpdesk system, recording appropriate information for fault incident and fault resolution as well as new requests Responding to Helpdesk reported change requests Escalating support calls as prescribed by the escalation procedure and within the service level agreement Carry out administrative duties; e.g. maintenance of user access rights, and distribution of consumables etc. Provide support to other regions when required
IT Degree and at least three years’ hands-on experience of operating systems, with emphasis on Windows 7 and Windows 2003/2008/2012 ServerStrong PC hardware understand and competency At least three years’ practical experience of MS Office products - preferable MicrosoftPrimary Technical Competencies:Windows 2003 / 2008 / 2012 Server MS Office 2003 / 2007 / 2010 / 2013 MS Windows 7 Professional / Enterprise PC hardware and software configuration LAN infrastructure Video / Voice Conference Support / administration Active Directory AdministrationStrong customer liaison skills
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.