IT Support Supervisor

Girafrica; Brits; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT support company in South Africa is seeking a Desktop Support Specialist to manage and guide calls for their support environment. The role requires strong people and telephonic skills, with a focus on customer satisfaction and service level agreements. Ideal candidates will have experience in desktop support, strong administration capabilities, and be able to work in high-pressure environments. The position requires onsite support in Limpopo, with after-hours availability.

Qualifications

• 3 years minimum desktop support experience is required.
• Medical Examination Certificate of fitness is required.
• After-hour and standby availability is required.

Responsibilities

• Manage and guide calls for the Desktop Support environment.
• Coordinate with vendors to resolve technical problems.
• Ensure service levels are met for all logged calls.

Skills

Strong people skills

Strong telephonic skills

Methodical and strong administration skills

Ability to deal with senior levels of client personnel

Strong client service skills

Strong oral and written communication skills

Good listening skills

Good problem-solving skills

Education

Matric

Advanced Microsoft Qualification

Tools

VMware Virtualization

Cisco switches

MCSE

ITIL Foundation

Job description

PURPOSE OF THE JOB

Manage and guide with calls placed for the Desktop Support environment including First-level Back Office support. Call assignment to Desktop team. Approval of Hardware Requests and ensuring service levels are met for all logged calls by managing while maintaining a high level of customer satisfaction that meets the Service Level Agreement (SLA).

CALL MANAGEMENT

• Effective call management via the applicable call management tool within the contractual service level agreements considering call acceptance repair times resolve times journal entries on-hold and pending call statuses call priorities and call closures.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams and management.
• Identifying problems and bringing them to the appropriate resolution teams attention within the communication standards with sufficient lead time to avert crises.
• Resolve and coordinate all client and user queries and complaints professionally.
• Aim for 100% customer satisfaction and client focus by delivering services within service level agreements.
• Knowledge understanding and adherence to vendor Service level agreements about support procedures.

OPERATIONAL SUPPORT

• Diagnose and offer users direct customer service and technical support through telephones emails remote desktop services and in-person visits ensuring excellent communication and customer service skills.
• Act as an escalation point within Northam for Infrastructure and system-related issues working with the respective ITC Managers to assign ownership and provide resolution.
• Manage technical aspects of hardware requests (Approval Process).
• Team leadership.
• Quality Assurance on delivered products.
• Identifying problems and bringing them to the ITCs attention with sufficient lead time to avert crises.
• Groundwork configuration deployment support maintenance knowledge sharing and training on
  • Applications software and programs.
  • LAN (local area network) and WAN (Wide area network).
  • Workstation equipment and related peripherals components and consumables.
  • Printer environment including consumables such as cartridges and components.
  • Time and attendance systems and related hardware.
  • Cellular VoIP telephone and PABX & PBX Systems.
  • Audio visual systems teleconferencing systems cameras and other technical equipment.
  • Ad hoc IT-related devices and systems such as point of sale mining and medical equipment.
• First entry-level Back Office support-related calls where applicable.
• Coordinate with vendors to resolve technical problems with equipment applications and software ensuring excellent communication and relationship skills.
• Performing administrative functions including the administration of procedures and configuration documentation diagrams and reporting.
• Assigning calls to the desktop team to ensure sufficient user support.
• Approval of Hardware Requests from the user base.

OTHER FEATURES OF THE JOB REQUIRED

• Medical Examination Certificate of fitness required.
• Safety Surface and Induction training required.
• Onsite support to be provided at Northam Platinum Division in Limpopo South Africa.
• After-hour and Standby availability required.
• Working on Heights.

FORMAL MINIMUM QUALIFICATIONS REQUIRED

• Matric
• A
• N
• Advanced Microsoft Qualification

ADVANTAGEOUS

• VMware Virtualization
• Cisco switches
• MCSE
• ITIL Foundation

JOB-RELATED EXPERIENCE REQUIRED

• 3 years minimum desktop support.

JOB-RELATED SKILLS REQUIRED

• Strong people skills.
• Strong telephonic skills.
• Methodical and strong administration skills.
• Ability to deal with senior levels of client personnel.
• Strong client service skills including dealing with all levels of computer literacy.
• Strong oral and written communication skills.
• Good listening skills.
• Good problem-solving skills.

ADDITIONAL REQUIREMENTS

• Drivers License Code : B / EB
• Own Transport

Employment Type: Full-Time

Experience: years

Vacancy: 1