Job Description

Location: Hybrid- Online/ Sandton, Johannesburg - South AfricaSalary: +/- R36 000 pmContact: 06 Month contractRole DescriptionProviding 1st line support to a globally distributed customer base via multiple contact methods (telephone, email, and in person). The majority of support is delivered remotely using remote desktop tools. Responsibilities include:Logging incidents and service requestsResolving a high volume of support requests at first contactEnsuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are metxf0x9fx94xb9 Candidate Requirements ProfileEducationGrade 12 or equivalent (NQF 4) - RequiredIT-focused post-matric technical or tertiary qualification (NQF 5/6/7) - RequiredITIL Foundation certification - PreferredExperience2 years IT Service Desk support in a large corporate environment - Required2 years of in-depth IT troubleshooting & process understanding - OptionalKnowledge, Skills, and CompetenciesSystem SkillsTechnology Proficiency
Microsoft Office Advanced
Citrix Beginner / Intermediate
F5 or other VPNs Intermediate / Advanced
Windows 10 Intermediate / Advanced
Mobile Devices (Blackberry, Apple, Android) Intermediate / Advanced
Laptop/Desktop Hardware Intermediate / AdvancedTechnical SkillsExperience in IT Service Desk within a large corporate settingExcellent customer service and active listening skillsStrong problem-solving mindset; reliable and open to solutionsFlexible and adaptable to changing business demandsAble to prioritize business-critical issues and mitigate risksProficient English communication (verbal & written)Working knowledge of:Citrix and F5 VPN (remote work troubleshooting)Windows 10, desktops, laptopsMobile device support with admin on BES12 or MobileIronMicrosoft Office 2010+Behavioural CompetenciesHandles queries efficiently with diplomacy and tactFollows instructions preciselyAdapts and responds well to changeDelivers results and meets expectationsWorks collaboratively and through othersMental, Environmental & Legal RequirementsCan handle pressure, setbacks, and stressWorks effectively to deadlinesMaintains confidentiality at all timesAvailable to work weekends, within or outside the 45-hour shift rosterPhysically capable of handling heavy IT equipmentMust have a clear criminal recordKey Responsibilities - Remote and Local IT SupportDeliver outstanding quality for all IT Service Desk contacts (measured against KPIs)Perform 1st line troubleshooting for the firm's core systemsLog and manage all support calls (emails, chats) in the service management tool per SLAAssign incidents/requests to 2nd & 3rd line teams after exhausting troubleshootingProvide proactive updates to all parties on incident/request statuses through to resolutionIdentify support trends and raise problem records or training needsMeet or exceed defined quality and performance targetsDevelop and update knowledge base articles monthlyProvide desk-side assistance to users locally when applicableAct in accordance with the company's Information Security Policies, reporting any incidents or risksHybrid Working StatementThe company aims to foster flexibility across its business by enabling hybrid work, either on a regular basis or ad hoc. This can be discussed further upon engagement.

Ellahi Consulting