You Bring:

• Matric
• Relevant information technology qualification.
• A minimum of 1 year of experience in an IT Helpdesk environment.
• Exposure and experience within an IT Helpdesk service desk.
• A+ or N+ certification (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical support

• Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
• Utilise ITSM ticketing system aligned with ITIL framework for managing and prioritising support tickets.
• Escalate any issues beyond Level 1 to appropriate support teams.
• Answering phone calls professionally and promptly and gathering all client information about technical issues.
• Providing remote support to clients in different regions.
• Collaborating with IT professionals to determine technical solutions.
• Management of any escalations relating to IT infrastructure. Provide day-to-day technical support for all.
• Hollywood Group/BET Software services and third-party products.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
• Assist with upgrading/maintaining antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• Troubleshoot hardware-related faults.
• Provide basic end-user training and providing customers with customer feedback.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Monitoring and reporting on Branch connectivity alerts, using the monitoring tools provided (Libre LMS/Nagios).

Administration

• Being the initial point of contact with customers and ensuring exceptional customer service during their first interaction is delivered.
• Management of customer contact to provide service excellence.
• Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
• Update ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all issues or faults correctly and accurately in the ticketing system.

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user and company data in compliance with company privacy policies.
• Monitoring branch connectivity via monitoring platforms provided to identify branches who require assistance.

Team Work

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time to time.
• Demonstrate professional skills and a high standard of integrity.

Key skills/attributes/position specific competencies:

The following indicates what would typically be expected for this role at a competent level:

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially in writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Self-motivated.
• Problem-solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.