Help Desk Engineer (1 Post)

Duties and Responsibilities

Duties and Responsibilities

Lead and manage the IT helpdesk team, ensuring timely resolution of technical issues.
Oversee the helpdesk ticketing system (ManageEngine) and ensure SLA compliance.
Develop and implement IT support procedures and best practices.
Monitor and analyse helpdesk performance metrics, producing reports for management.
Train and mentor helpdesk technicians on technical troubleshooting and scripting.
Develop and maintain internal applications to automate repetitive IT tasks (e.g., user account provisioning, system monitoring).
Create Python scripts for IT automation, reporting, and system monitoring.
Enhance and manage PHP-based web applications used for helpdesk management.
Implement API integrations to connect various IT systems for seamless operations.
Improve database-driven applications (MySQL, PostgreSQL) to streamline helpdesk workflows.
Any other duty as assigned by the ITS Director

*NB: Midlands State University is an equal opportunities employer. In the interest of promoting gender parity, female candidates are encouraged to apply.