POSITION OVERVIEW

A learning and development opportunity for a bright young, innovative university graduate with a degree in ICT or related field. The Graduate Trainee — ICT will support the department in providing excellent services to the organisation, developing innovative solutions to improve organisational efficiencies and delivering exceptional user support,

As the initial point of contact for staff, the Graduate Trainee will provide level 1 support, assisting them with technical challenges, facilitating smooth onboarding to existing and new technologies, and efficiently managing their accounts. Additionally, they will play a pivotal role in maintaining IT assets, curating knowledge resources, and providing support for ongoing IT projects.

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.

Key Result Areas

• Timely resolution of calls
• Timely submission of reports e.g. service desk reports
• Customer satisfaction
• Technical issue resolution and resolution
• IT policies and procedures enforcement
• Professional development

Submit a cover letter no more than one (1) page long explaining why you are interested in this programme, and an updated CV not exceeding 3 pages. The subject of the email should include the position you are applying for, e.g. GT — Mental Health Research and Development. Send your application to [email protected] by 13 October 2024.

The application documents should be saved in MS Word or PDF in the following format:  Your First Name-Your Last Name-Document Name-Date (MMYY) e.g., Deus-Wan-CV-112024-SFA Foundation and Deus-Wan-GTLetter-112024 -SFA Foundation.

SFA Foundation has a commitment to safeguarding people and our environment, and this forms part of our background checks.