Website Ellahi Consulting
We at Ellahi Consulting, are committed to deliver sound conceptual thinking and excellent customer centric results from design through to delivery and post implementation support, as fit-for-purpose and practical solutions are important to us. We offer over 20 years of experience within the recruitm… read moreent, talent management and organisation development domain. Through integrated talent solutions we enable clients to effectively implement strategy through people by sourcing, supporting and coaching new talent and future leaders. We pride ourselves in having a solid results delivery track record, always looking for new and innovative ways to help our clients. We are a B-BBEE Level 1 Business Partner and ensure we adhere to the relevant compliance guidelines put in place by industry bodies. We also believe that knowing yourself is the beginning of all wisdom. We are accredited to use the NBI Brain Profile and numerous Eco-metric Assessments and are able to guide and coach corporate and individual clients alike. Our expert service has already satisfied many of South Africa’s leading companies.
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
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
Apply via company website ( N / A ) or
ellahi.simplify.hr