Servicedesk Consultant

LINKFIELDS INNOVATIONS (PTY) LTD; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technology solutions provider in Johannesburg seeks a support technician to provide telephone assistance, troubleshoot hardware and software issues, and enhance ICT service quality. The role involves collaboration with team members to deliver effective solutions and support training initiatives for users. Ideal candidates should have excellent communication skills and a solid understanding of emerging technologies in the ICT sector.

Qualifications

• Excellent communication skills for effective customer interaction.
• Strong problem-solving abilities to troubleshoot technical issues.
• Ability to work collaboratively within a team environment.

Responsibilities

• Provide telephone support before escalating technical issues.
• Schedule and prioritize support calls for technicians.
• Contribute to the development of ICT standards and policies.

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.