End user Support

Progressive IT Resourcing

Cape Town, Western Cape
Permanent
Full-time

1 month ago

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 ExperienceQualifications

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.

Progressive IT Resourcing

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