Job Description

Location: Hybrid- Online/ Sandton, Johannesburg - South Africa
Salary: +/- R36 000 pm
Contact: 06 Month contract
Role Description
Providing 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 requests
Resolving a high volume of support requests at first contact
Ensuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met
xf0x9fx94xb9 Candidate Requirements Profile
Education
Grade 12 or equivalent (NQF 4) - Required
IT-focused post-matric technical or tertiary qualification (NQF 5/6/7) - Required
ITIL Foundation certification - Preferred
Experience
2 years IT Service Desk support in a large corporate environment - Required
2 years of in-depth IT troubleshooting & process understanding - Optional
Knowledge, Skills, and Competencies
System Skills
Technology 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 / Advanced
Technical Skills
Experience in IT Service Desk within a large corporate setting
Excellent customer service and active listening skills
Strong problem-solving mindset; reliable and open to solutions
Flexible and adaptable to changing business demands
Able to prioritize business-critical issues and mitigate risks
Proficient English communication (verbal & written)
Working knowledge of:
Citrix and F5 VPN (remote work troubleshooting)
Windows 10, desktops, laptops
Mobile device support with admin on BES12 or MobileIron
Microsoft Office 2010+
Behavioural Competencies
Handles queries efficiently with diplomacy and tact
Follows instructions precisely
Adapts and responds well to change
Delivers results and meets expectations
Works collaboratively and through others
Mental, Environmental & Legal Requirements
Can handle pressure, setbacks, and stress
Works effectively to deadlines
Maintains confidentiality at all times
Available to work weekends, within or outside the 45-hour shift roster
Physically capable of handling heavy IT equipment
Must have a clear criminal record
Key Responsibilities - Remote and Local IT Support
Deliver outstanding quality for all IT Service Desk contacts (measured against KPIs)
Perform 1st line troubleshooting for the firm's core systems
Log and manage all support calls (emails, chats) in the service management tool per SLA
Assign incidents/requests to 2nd & 3rd line teams after exhausting troubleshooting
Provide proactive updates to all parties on incident/request statuses through to resolution
Identify support trends and raise problem records or training needs
Meet or exceed defined quality and performance targets
Develop and update knowledge base articles monthly
Provide desk-side assistance to users locally when applicable
Act in accordance with the company's Information Security Policies, reporting any incidents or risks
Hybrid Working Statement
The 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.