Key areas of responsibility:
End-User Interaction
• Act as first point of contact for all IT-related topics and support requests
• Handle user requests via Helpdesk system, telephone and email
• Provide timely and professional assistance to end-users
• Ensure the IT Desktop Support function is monitored effectively without compromising on service delivery
Communication
• Communicate clearly, effectively and professionally with both technical and nontechnical end-users, translating information into understandable terms
• Transfer application knowledge effectively and timelessly
• Where possible and applicable keep end-users informed about the status of their reported issues and expected resolution times
Software Updates and Patching
• Provide guidance on best practices for software maintenance and updates
Technical Assistance
• Guide end users through step-by-step solutions or provide clear instructions to help them resolve software issues
Problem Analysis and Troubleshooting
• Analyse and troubleshoot software issues reported by end-users
• Gather information about the problem, ask relevant questions
• Research and identify solutions to software issues
• Learn the importance of Werksmans templates and formatting processes
• Ability to quickly assess and resolve issues during a user's phone call
• Test and replicate reported issues to verify their existence and determine the best course of action for resolution
• Collaborate with team members about reported issues
Adaptability
• Stay up-to-date on product knowledge and industry trends
• Be adaptable and able to quickly learn about new features and updates
• Ad hoc duties as requested
• Be available for rotational weekend and public holiday standby
Team
• Accurately escalate unresolved queries to the next level of support
• Collaborate with the team to escalate complex issues that require further investigation
• Communicate effectively with the Technical and Helpdesk team members
• Good understanding of the business needs and the IT service delivery requirements including turn around time
• Follow company and IT procedures and security policies
Academic/Skills/Experience
• Advanced MS Word skills
• Good command of written and spoken English
• Very good understanding of Office 365 products
• Strong knowledge of IT
• iManage skills advantageous
• Training/trainer experience advantageous
• Must have at least 3 years experience in an IT Helpdesk capacity (non-negotiable requirement)
• Must have contactable references
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Competencies
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Work as part of a team and independently when required
• Work well under pressure to meet the operational team objectives
• Great communication and interpersonal skills, communicate in a professional manner with people at all levels
• Able to work in a dynamic environment where one day never looks like another
• Have a hands on approach and not afraid to roll up sleeves and get stuck in
• High attention to detail
• Professional, punctual and organized
• Self motivated
• Ability to multi-task and prioritise tasks efficiently
• Ability to be assertive while at the same time maintaining a high level of respect
• Take responsibility / ownership of the Helpdesk and assigned tasks
• Curiosity / desire to learn new things / upskill self