You Bring:
Matric
Relevant information technology qualification.
A minimum of 1 year of experience in an IT Helpdesk environment.
Exposure and experience within an IT Helpdesk service desk.
A+ or N+ certification (advantageous).
ITIL Foundation certification (advantageous).
What You’ll Do:
Technical support
Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
Utilise ITSM ticketing system aligned with ITIL framework for managing and prioritising support tickets.
Escalate any issues beyond Level 1 to appropriate support teams.
Answering phone calls professionally and promptly and gathering all client information about technical issues.
Providing remote support to clients in different regions.
Collaborating with IT professionals to determine technical solutions.
Management of any escalations relating to IT infrastructure. Provide day-to-day technical support for all.
Hollywood Group/BET Software services and third-party products.
Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
Installation and maintenance of network and standalone printers.
Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
Assist with upgrading/maintaining antivirus products.
Troubleshooting of VPN connections using Fortinet solutions.
Troubleshoot hardware-related faults.
Provide basic end-user training and providing customers with customer feedback.
Adhere to clearly defined Escalation Matrices and ITSM RACI.
Monitoring and reporting on Branch connectivity alerts, using the monitoring tools provided (Libre LMS/Nagios).
Administration
Being the initial point of contact with customers and ensuring exceptional customer service during their first interaction is delivered.
Management of customer contact to provide service excellence.
Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
Update ticket entries with clear informative written English, without jargon or the use of acronyms.
Log all issues or faults correctly and accurately in the ticketing system.
Customer Centricity
Feedback to customers on the status of all unresolved queries.
Ensure the protection of all user and company data in compliance with company privacy policies.
Monitoring branch connectivity via monitoring platforms provided to identify branches who require assistance.
Team Work
Constructively participate as a member of the wider IT Department.
Undertake any other tasks or once-off projects which may be assigned from time to time.
Demonstrate professional skills and a high standard of integrity.
Key skills/attributes/position specific competencies:
The following indicates what would typically be expected for this role at a competent level:
Knowledge of Microsoft Desktop and server applications.
Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
Excellent written and verbal communication skills – especially in writing professional reports.
Strong telephonic and written etiquette.
Information technology system support skills.
Excellent Microsoft Office skills.
Professional and punctual approach.
Commitment to customer service and exceptional attention to detail.
High level of integrity and confidentiality.
Able to work under pressure.
Self-motivated.
Problem-solving.
Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
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