Role Description<\/p>\n
\tProviding 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.<\/p>\n
Responsibilities include:<\/p>\n
\tLogging incidents and service requests
\n\tResolving a high volume of support requests at first contact
\n\tEnsuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met<\/p>\n
Candidate Requirements Profile<\/p>\n
Education<\/p>\n
\tGrade 12 or equivalent (NQF 4) \u2013 Required
\n\tIT-focused post-matric technical or tertiary qualification (NQF 5\/6\/7) \u2013 Required
\n\tITIL Foundation certification \u2013 Preferred<\/p>\n
Experience<\/p>\n
\t2 years IT Service Desk support in a large corporate environment \u2013 Required
\n\t2 years of in-depth IT troubleshooting & process understanding \u2013 Optional<\/p>\n
Knowledge, Skills, and Competencies<\/p>\n
System Skills<\/p>\n
\tTechnology\u00a0\u00a0 \u00a0Proficiency
\n\tMicrosoft Office\u00a0\u00a0 \u00a0Advanced
\n\tCitrix\u00a0\u00a0 \u00a0Beginner \/ Intermediate
\n\tF5 or other VPNs\u00a0\u00a0 \u00a0Intermediate \/ Advanced
\n\tWindows 10\u00a0\u00a0 \u00a0Intermediate \/ Advanced
\n\tMobile Devices (Blackberry, Apple, Android)\u00a0\u00a0 \u00a0Intermediate \/ Advanced
\n\tLaptop\/Desktop Hardware\u00a0\u00a0 \u00a0Intermediate \/ Advanced\u00a0<\/p>\n
Technical Skills<\/p>\n
\tExperience in IT Service Desk within a large corporate setting
\n\tExcellent customer service and active listening skills
\n\tStrong problem-solving mindset; reliable and open to solutions
\n\tFlexible and adaptable to changing business demands
\n\tAble to prioritize business-critical issues and mitigate risks
\n\tProficient English communication (verbal & written)<\/p>\n
Working knowledge of:<\/p>\n
\tCitrix and F5 VPN (remote work troubleshooting)
\n\tWindows 10, desktops, laptops
\n\tMobile device support with admin on BES12 or MobileIron
\n\tMicrosoft Office 2010+<\/p>\n
Behavioural Competencies<\/p>\n
\tHandles queries efficiently with diplomacy and tact
\n\tFollows instructions precisely
\n\tAdapts and responds well to change
\n\tDelivers results and meets expectations
\n\tWorks collaboratively and through others
\n\tMental, Environmental & Legal Requirements
\n\tCan handle pressure, setbacks, and stress<\/p>\n
Works effectively to deadlines<\/p>\n
\tMaintains confidentiality at all times
\n\tAvailable to work weekends, within or outside the 45-hour shift roster
\n\tPhysically capable of handling heavy IT equipment
\n\tMust have a clear criminal record<\/p>\n
Key Responsibilities \u2013 Remote and Local IT Support<\/p>\n
\tDeliver outstanding quality for all IT Service Desk contacts (measured against KPIs)
\n\tPerform 1st line troubleshooting for the firm\u2019s core systems
\n\tLog and manage all support calls (emails, chats) in the service management tool per SLA
\n\tAssign incidents\/requests to 2nd & 3rd line teams after exhausting troubleshooting
\n\tProvide proactive updates to all parties on incident\/request statuses through to resolution
\n\tIdentify support trends and raise problem records or training needs
\n\tMeet or exceed defined quality and performance targets
\n\tDevelop and update knowledge base articles monthly
\n\tProvide desk-side assistance to users locally when applicable
\n\tAct in accordance with the company\u2019s Information Security Policies, reporting any incidents or risks<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
ellahi.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/ellahi.simplify.hr","_company_name":"Ellahi Consulting","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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\u2019s leading companies.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[52],"class_list":{"0":"post-10588","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-contract-full-time-remote"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/10588","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=10588"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=10588"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=10588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}