What you’ll do:
Remote user support to users across 125 stores (South Africa and Namibia)
General support of end-user computing for hardware, networking, printing, application, OS and boardroom equipment
Set up and preparation of hardware for distribution to users.
Achieve expected SLA and quality requirements and KPIs to support client contract objectives.
Excellent verbal communication to deliver remote or telephonic support.
Effective time and call management to support contractual objectives.
Effective use of Call Management systems and tools to effectively measure delivery of services.
Ensure effective resolution of calls within agreed timelines at expected service quality.
Timeous escalation to ensure resolution within agreed timelines.
Frequent and appropriate communication with users’ resolution of the progress of incidents and requests
Your expertise:
5-7 Years of IT Experience in remote End User Support
Must be experienced in Microsoft environment, practical approach, IT generalist.
IT Experience in remote End User Support
Experience in Network Support
Qualifications required:
National Senior Certificate/ Matric/ N3
A+ & N+
Qualifications preferred:
MCSE
Hardware Certifications are advantageous.
Mobility Support qualification
ITIL
Customer support soft skills
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