IT Desktop Support Technician

ROLES DESCRIPTION

A wonderful opportunity with our top-rated corporate client in the financial services sector. You will be tasked with supporting the Desktop Services Manager within a specific division of the Group Company. Your responsibilities will include providing daily second-line support to staff by addressing issues related to personal computers, servers, networking, and hardware, whether through phone, email, or onsite visits. It is essential to ensure that the company's operational activities are effectively managed by utilising the ticketing system, focusing on reducing ticket volume, monitoring aged tickets, addressing service level breaches, and managing ticket quality. This approach will include a systematic process for understanding and resolving customer issues, all aimed at enhancing service delivery. Additionally, you will be involved in onboarding, developing, training team members, and providing coverage for the Desktop Services Manager as necessary. You will also be required to migrate users from the company tenant to the division tenant as well as upgrade users to Windows 11.

Your role is vital in achieving the team's Objectives and Key Results (OKRs), which are the primary qualitative goals set for the team. You will support the completion of tasks and contribute to the project's proactive objectives, which ultimately benefits both: 

• the information technology support team dealing with more complex problems and serve as an escalation point for unresolved issues from the initial support level, 
• as well as general users. 

Furthermore, you will assist the Desktop Services Manager in ensuring proactive tickets are managed according to the defined "use case value description."

You will be required to coordinate successfully all IT Desktop Support related activities, prioritising impactful tasks over others while following up with users, analysts and the desktop services manager on all team deliverables. You are required to be in good health, have exceptional communication, coordination and people skills, work in a dynamic corporate team, where professionalism, efficiency and effectiveness is highly important for our client. The environment is fast paced, constantly administering and deploying technology related changes. You must not be afraid to take on new responsibilities, be able to work overtime on short notice and be committed to do so when asked, work well in a team-based environment to contribute to overall division’s objectives.

The three main areas where you will be working:

• Desktops
• Network environment
• End-User environment
• Project Team
• RSA & UK division operations 

ESSENTIAL REQUIREMENTS

• Confidence to converse and support across the organisation as well as at executive level.
• Excellent verbal and written communication skills.
• A strong team player with a focus on the end customer
• An understanding or requirements to effectively account and manage IT assets
• Ability to work on own initiative and independently when required
• Exposure to Domain and Active directory environments 
• Good knowledge of Windows Operating System and Microsoft 365 including Teams 
• Good experience working with Office 365, SCCM and InTune (MDM) 
• Understanding Network and Storage concepts.
• Experience and understanding of working with SLA’s
• A flexible approach to work and availability
• Ability to logically troubleshoot and diagnose problems as well as propose new solutions.
• Good understanding of demands within 2nd Line Support and Service Desk
• Experience of working within a high-performance environment 
• Able to show a high degree of accuracy and attention to detail in all tasks
• A continuous improvement mentality
• Server administration experience 
• Good level of secondary education + some work experience

IMPORTANT ATTRIBUTES

• Determined and focused. 
• Share in the company’s values and demonstrate these in all your work. 
• You will be required to understand and comply with all relevant rules, regulation and legislation applicable to your role 

                    within the company, 

                    in the industry and 

                    in the Republic of South Africa. 

• Which includes but not limited to: 
• Act with integrity and due skill, care and diligence at all times. 
• Ensuring that customers are treated fairly at all times 
• Ensuring that communications via any medium meet the principle of “clear, fair and not misleading”
• Undertaking relevant internally arranged training on systems, processes and regulatory requirements relevant to your role 
• Identifying and escalating (through your line manager) risks that impact the business, customers or other third parties 
• Reporting (through your line manager) any issues and/or system/process failures that may impact on service to customers

END-USER ENVIRONMENT

• Effective liaison with internal and external clients to enhance service levels
• Excellent communication skills
• Professional, neat and presentable at all times
• Excellent People Skills
• Must be organised, a self-starter, highly motivated and dependable
• Must be able to work independently but also in a team

QUALIFICATIONS, KNOWLEDGE AND SKILLS 

• ITIL v3/v4 Foundation Certificate 
• JAMF MDM experience in supporting a growing Apple laptop estate
• Relevant Microsoft & CompTIA certifications e.g. 
• MCDST, 
• AZ-900, 
• MS-900, 
• A+, 
• N+ 
• Experience of identifying and introducing improvements to a team and leading through change

OTHER ROLE REQUIREMENTS

• Be adaptable to dynamic work situations, work and cope under pressure
• Attention to work detail very important
• High work ethic and ability to work with minimal supervision
• Maintain and look after company assets
• In good health and no physical problems that could inhibit work and abilities to perform required duties
• Preferably non-smoker
• Not afraid to take on responsibility
• Be able to work overtime on short notice and committed to do so when asked
• Work well in a team environment to contribute to overall company success
• Be flexible to assist other areas of concern where required

REQUIRED INFORMATION FOR THIS POSITION

To be considered for this position ALL applicants MUST include certified copies of:

RELEVANT QUALIFICATIONS

• High School Qualification
• Diploma
• Degree
• Professional Certifications

PERSONAL IDENTIFICATION

• National Identification Document
• Driver’s License - (Valid)
• Passport with Valid Work Permit (must be valid for the next 12 months)

REFERENCES - Three (3) work related

• Full Name
• Company Name
• Position/Title
• Email
• Contact Number
• Nature of your relationship
• Consent Obtained from reference to provide their details

BACKGROUND CHECKS

You will be required to undergo the following checks:

• FICA
• Criminal
• Credit
• Qualifications
• Reference
• National Identification