SharePoint Helpdesk Support (DBN) (HLR7923)

Helen Lucre Resourcing (Pty) Ltd.; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Helen Lucre Resourcing (Pty) Ltd. in Durban is seeking a client-focused Support Desk Administrator to receive, log, assign, track and report on tickets related to End User and Environment Support.

You will monitor backups, server space and respond to service requests with clear, professional communication. The role requires 2–3 years in a client-facing support position, a BSc or relevant diploma, and optional Microsoft certifications.

Qualifications

• Client-facing support experience is preferred.
• BSc or relevant diploma is required.
• Microsoft certifications will be considered.

Responsibilities

• Receive, log, assign and track tickets for End User and Environment Support.
• Field calls and emails for service requests on authentication, permissions, usability.
• Document problems and troubleshooting steps clearly.
• Communicate technical information effectively in writing and verbally.
• Escalate unresolved tickets to SharePoint Developer when needed.
• Implement changes requested by the client and perform software testing.
• Test software against design requirements and log defects.
• Conduct regular log maintenance for client and PilotFish systems.
• Perform daily checks of web services and ensure backups run smoothly.
• Perform weekly backups, software updates and client-specific reports.
• Carry out monthly checks of client sites and summarize reports.
• Support Developers and the development team with routine tasks.

Skills

Verbal communication

Written communication

Analytical problem solving

Education

BSc Degree or Diploma

Microsoft Certifications

Job description

Job Overview

To receive, log, assign, track, manage and report on all company's Support Desk tickets received. These tickets will include End User Support and Environment Support to monitor and report on backups and available server space. This is a client-focused position – the individual must have excellent verbal, written, listening and communication skills, great communication skills; must be able to analyse and solve customer problems; pay attention to detail and be well organised.

Duties & Responsibilities

• Support existing client applications
• Field incoming calls and emails from customers for service requests regarding authentication, permissions, usability.
• Document problem and troubleshooting efforts.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form.
• Escalate unsolved tickets to a SharePoint Developer as and when required.
• Implement changes requested by the client.
• Perform software testing.
• Test developed software against the design requirements.
• Accurately log all software defects discovered.
• Perform routine maintenance of both client and pilotfish systems.
• Perform daily checks of Web services and ensure that back-ups are running smoothly.
• Perform weekly backups and software updates as well as client specific summary reports.
• Perform monthly checks of client sites as well as client specific summary reports.
• Support for the Developers with routine tasks.
• Support the development team with routine tasks.

Desired Experience & Qualification

• BSc Degree or relevant diploma
• Microsoft Certifications will also be considered
• 2-3 years experience within a client facing support role