Quality à United States

Location: Hybrid- Online/ Sandton, Johannesburg - South Africa

Salary: +/- R36 000 pm

Contact: 06 Month contract

Role Description

Providing 1st line support to a globally distributed customer base via multiple contact methods (telephone, email, and in person). The majority of support is delivered remotely using remote desktop tools. Responsibilities include:

• Logging incidents and service requests
• Resolving a high volume of support requests at first contact
• Ensuring service level agreements (SLAs), customer satisfaction, and continuous service delivery are met
  
  

Candidate Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) – Required
• IT-focused post-matric technical or tertiary qualification (NQF 5/6/7) – Required
• ITIL Foundation certification – Preferred
  
  

Experience

• 2 years IT Service Desk support in a large corporate environment – Required
• 2 years of in-depth IT troubleshooting & process understanding – Optional
  
  

Knowledge, Skills, And Competencies

System SkillsTechnologyProficiencyMicrosoft OfficeAdvancedCitrixBeginner / IntermediateF5 or other VPNsIntermediate / AdvancedWindows 10Intermediate / AdvancedMobile Devices (Blackberry, Apple, Android)Intermediate / AdvancedLaptop/Desktop HardwareIntermediate / Advanced

Technical Skills

• Experience in IT Service Desk within a large corporate setting
• Excellent customer service and active listening skills
• Strong problem-solving mindset; reliable and open to solutions
• Flexible and adaptable to changing business demands
• Able to prioritize business-critical issues and mitigate risks
• Proficient English communication (verbal & written)
• Working knowledge of:
• Citrix and F5 VPN (remote work troubleshooting)
• Windows 10, desktops, laptops
• Mobile device support with admin on BES12 or MobileIron
• Microsoft Office 2010+
  

Behavioural Competencies

• Handles queries efficiently with diplomacy and tact
• Follows instructions precisely
• Adapts and responds well to change
• Delivers results and meets expectations
• Works collaboratively and through others
  
  

Mental, Environmental & Legal Requirements

• Can handle pressure, setbacks, and stress
• Works effectively to deadlines
• Maintains confidentiality at all times
• Available to work weekends, within or outside the 45-hour shift roster
• Physically capable of handling heavy IT equipment
• Must have a clear criminal record
  
  

Key Responsibilities – Remote And Local IT Support

• Deliver outstanding quality for all IT Service Desk contacts (measured against KPIs)
• Perform 1st line troubleshooting for the firm’s core systems
• Log and manage all support calls (emails, chats) in the service management tool per SLA
• Assign incidents/requests to 2nd & 3rd line teams after exhausting troubleshooting
• Provide proactive updates to all parties on incident/request statuses through to resolution
• Identify support trends and raise problem records or training needs
• Meet or exceed defined quality and performance targets
• Develop and update knowledge base articles monthly
• Provide desk-side assistance to users locally when applicable
• Act in accordance with the company’s Information Security Policies, reporting any incidents or risks
  
  

Hybrid Working Statement

The company aims to foster flexibility across its business by enabling hybrid work, either on a regular basis or ad hoc. This can be discussed further upon engagement.