End user Support

About the position

Our Client?

This department is responsible for the provision of a Digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. They operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Company.

What will you do?

Dedicated On site Support for Company Contact Center users. To support End users at the Contact Center and to ensure maximum uptime and productivity for all users. Minimum downtime/impact for users as a result of IT issues and requests within Company's control. Responsible for the timely and effective response to IT user queries and problems.

What will make you successful in this role?

Core responsibilities

• Assist users with day to day IT issues
• Provide constant feedback regarding progress of Company related issues, request and escalations to end-users
• Assist to get new users operational
• Troubleshooting Application issues including MS Teams and MS Office
• Escalating issues that cannot be resolved timeously
• Assisting users to Log SRS and Incidents (CA & Jira)
• Concluding incidents on the CA and SRS system
• Provide update on Jira calls if needed
• Provide Remote support for WFH users
• Coordinating with third parties and Internal Company teams
• First line Telephony support
• Managing and supporting incidents logged within SLA agreements
• Provide feedback on outstanding Open incidents and requests logged on CA
• Coordinating major Incidents and assist Company IM during Major Incidents reported.
• Assisting and implementing projects as required.
• Providing First Line Support diagnosis and support for Output Device services
• Ad Hoc Reporting.

Other

• Good people management skill
• Problem solving skill
• Time management - prioritizing important issues
• Be able to work under pressure
• Excellent communication skills(Verbal and Written)

Qualification and Experience

Qualifications

• Grade 12/Matric

Experience

• 2 – 3 Years experience in an IT Service Desk environment
• Background in IT Services with an emphasis on Service Management
• Call Center Support experience will be advantageous
• Sound knowledge and experience of ITIL practices.
• Understanding of Company Applications and Business processes will be advantageous
• Understanding and experience in Avaya Call Center Telephony.

Desired Skills:

• End User Support
• ITIL
• Remedy Service Desk