Purpose of Role

To provide technical assistance to end-users by resolving basic hardware and software issues, contributing to the overall efficiency of the IT support services. To maintain and administer IT systems, ensuring end-users have access to Information Systems on a day-to-day basis.

Role Context 

Process and Technology

• Maintain various back-office IT systems and servers, enabling high availability and security of the Tharisa Minerals (TM) business applications.
• Contribute to the improvement of support processes and procedures to enable prompt Service Desk support delivery.

Reporting

• Create and submit daily and weekly productivity reports to provide superior with a view of customer service response times.
• Retrieve server data to create reports, submitting to superior as required.

Resource Management

• Provide input into required changes in resources (financial or non-financial) to enable the achievement of team and/or own objectives.
• Determine resource needs of the team and/or own area of work to achieve business outcomes.
• Request and allocate required assets and/or resources for the fulfilment of work objectives to guarantee quality outputs.
• Monitor the use of assets and resources within the team and own area of responsibility, to ensure assets and resources are consistently and appropriately utilised and managed.
• Document the retrieval of assets and peripherals for end-users to maintain an up-to-date asset database.

Technical Support  

• Prioritise Service Desk tickets to address customer queries in the most efficient manner possible.
• Use a basic understanding of customer requirements and business objectives to provide input into how best to address customer needs.
• Contribute to improving customer support by actively responding to queries and handling complaints, including those related to account setup and computer or network system configurations.
• Follow up with customers to identify areas of improvement.
• Use an understanding of computer systems, mobile devices, and other technology products to troubleshoot hardware, software, and network problems for internal TM clients.
• Provide instructions to a non-technical audience, using a technical background, to successfully guide the audience in addressing errors/faults or other technical difficulties.
• Escalate difficulties to senior technicians, to provide a view of work completed against Service Level Agreements, to gain support in carrying out prompt support resolution.  
• Work within established configuration and Change Management Policies to ensure approval and success of changes made to the Configuration Items.
• Support routine maintenance tasks on hardware and software, including updates, installations and configurations. 

Stakeholder Relations

• Communicate with all relevant Departments on issues of the area of speciality. Liaise across the relevant Departments by engaging with the appropriate stakeholders to ensure all stakeholders remain abreast of Departmental objectives, any potential derailers are appropriately managed and duplication of work is avoided.
• Communicate with internal and/or external stakeholders, where required, to achieve work objectives and to maintain relationships.