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Job Title: Helpdesk Support Technician



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Job Type: Permanent full-time

Job description:

Helpdesk Support Technician

The incumbent is required to provide maintenance and support services for selected information systems software of SuperPharm Limited. He/she ensures the security of the application data; supporting and maintaining the software applications.


  • Handle Tier 1 help desk escalations through tickets or phone.
  • Follow up on outstanding requests and ensure timely resolution.
  • Install or remove hardware and/or software, using defined installation instructions and tools; test and correct malfunctions, and document results in accordance with procedure; provide assistance to users in a professional manner following agreed procedures; and update related maintenance and configuration records. 
  • Monitor and log the actual IT services provided to users, compared to that required by service level agreements, and liaise with supervisors in the resolution of any breaches.
  • Assist with the development of software tests, and with the execution of the system and acceptance testing of modified or enhanced information systems, particularly for those areas of technical specialization. 
  • Maintain software application support processes, and ensure that all support requests are dealt with according to agreed procedures. 
  • Investigate problems with the application software; and assist with the implementation of agreed solutions and preventative measures. 
  • Provide support on an on-call basis.
  • Perform other related duties as assigned.


  • Undergraduate Degree in Computer Science, Computer Information Systems Management, Computer Engineering or a related field.
  • Minimum of three (3) years’ experience performing at a technical level, including at least eighteen (18) months’ experience in the maintenance, support and enhancement of software applications.

Education, skills and training considered as assets for the job:

  • Knowledge of software maintenance and enhancement processes and procedures.
  • Experience in hardware, software, network troubleshooting, and basic operating system functionality.
  • Ability to install/remove hardware and software.
  • Excellent oral and written communication skills.
  • Must be able to learn and support new and quickly changing technologies.
  • Effective time management skills.

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