ServiceDesk Consultant

LINKFIELDS INNOVATIONS (PTY) LTD; Johannesburg; On-site; ZAR 180,000 - 230,000; Full time

Job summary

A leading ICT service provider in Johannesburg is seeking a technical support specialist to provide comprehensive assistance to customers. The role involves troubleshooting hardware and software issues, scheduling technician support, and empowering users to maximize their service experience. Ideal candidates should be proactive, have a strong technical background, and be able to adapt to evolving technologies.

Responsibilities

• Provide telephone support before escalating to a qualified technician.
• Schedule and prioritize support calls for technicians.
• Research and resolve complex support requests.
• Provide technical assistance for hardware and software issues.
• Install, configure, and maintain computer systems.
• Empower customers to better use ICT services.
• Participate in team projects to improve service quality or efficiency.
• Contribute solutions to the resolution database.
• Maintain knowledge of product offerings, policies, and support delivery methods.
• Provide technical assistance to end-users for hardware/software issues, network, and application errors.
• Diagnose and resolve technical problems, escalating as needed.
• Install, configure, and maintain hardware/software and peripherals.
• Recommend procurement/licensing of software; identify licensing risks.
• Provide input on preferred software and ICT policies and standards.
• Stay updated with emerging technologies and best practices in ICT support.
• Measure and monitor user satisfaction and address issues.
• Perform random customer satisfaction surveys and assist with training.
• Test training materials and competency testing; participate in evaluating new materials.
• Develop and coach colleagues; lead and assist other ICT ServiceDesk staff.
• Perform quality assessments on ServiceDesk calls and generate operational reports.
• Research and implement best practices; communicate with stakeholders; perform ad-hoc ICT tasks.

Job description

Responsibilities

• Provide telephone support as far as possible before escalating the problem to a qualified support technician.
• Schedule and prioritize support call for attention by the most appropriate support technician.
• Escalate problem situations as appropriate.
• Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members.
• Research, resolve, and respond to complex support requests.
• Empower customers so that they can make more effective use of the ICT services available to them.
• Participate in team projects that enhance the quality or efficiency of the ICT ServiceDesk.
• Contribute solutions to the resolution database.
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and application errors.
• Diagnose and resolve technical problems in a timely manner, escalating more complex issues to the appropriate support teams, if necessary.
• Install, configure, and maintain computer hardware, software, and peripheral devices, ensuring compatibility and adherence to organizational policies and procedures.
• Recommending the procurement and licensing of software
• Assist with the identification of licensing risks.
• Provide input to the technical team around preferred software.
• Contribute to the development and implementation of ICT policies, procedures, and standards to ensure consistent and efficient service delivery.
• Stay up to date with emerging technologies, industry trends, and best practices in ICT support to continuously enhance technical skills and knowledge.
• Measure and monitor user satisfaction indicators and highlight any issues of concern.
• Perform random customer satisfaction surveys.
• Teach or assist with training courses.
• Test training and competency testing material.
• Participate in evaluating new training and competency testing material.
• Develop and coach colleagues.
• Lead and assist other ICT ServiceDesk staff with support requests.
• Perform a quality assessment on ServiceDesk calls.
• Relevant operational reports as and when required.
• Research and implement best practices.
• Communicate and consult with relevant stakeholders.
• Perform ad-hoc tasks as required in the ICT division.