IT Helpdesk Support Technician

2 weeks ago

Johannesburg, Gauteng, South Africa Hanani Project Management Solutions (PTY) Ltd Full time
Provide first Level Helpdesk Support on computer systems, serving as first point of contact for customers seeking technical assistance.

KEY RESPONSIBILITIES:
Technical Responsibilities Customer Service

  • Warranty, Guarantee & Repair claims management
  • Contact clients who have logged tickets and update account managers accordingly
  • Client expectation management
  • Meeting SL
  • Troubleshoot to diagnose client issues telephonically or offsite if required
  • Contacting client to find out if they are happy before closing logged tickets
Quality Check

  • Check Equipment aesthetics
  • Check Equipment specifications
  • Check Hardware functionality
  • Check Software functionality
  • Confirm serial numbers of equipment
Equipment assessment

  • Faulty unit returns assessment and reporting
  • Assessment of damaged equipment to determine warranty status
  • Bill for CIF on equipment
  • Assess and quote OOW and NQE repairs required by clients
Administration

  • Update Technical details in ticket system when loaded
  • Request replacement unit from Outbound or stock team if I am preparing unit myself
  • QC equipment and prepare paperwork to deliver replacement unit to client
  • Drive to clients to resolve queries that require onsite attention
  • Request couriers for delivery and collection of replacement and faulty units respectively
  • Prepare monthly support report

Core Responsibilities:
Governance, Risk and Business Continuity Management

  • Adhere to the appropriate governance systems, i.e. policies, procedures and reporting structures.
  • Continually assess the competitiveness of all operations programs and practices against the relevant comparable companies, industries and markets.
  • Stay up to date of new trends and innovations in operations.
  • Manage business risk, through continuous internal and external monitoring of business impact, as well as changes in stakeholder needs.
  • Lead and guide improvement projects that will increase profits or protect against risks in the function.
  • Establish and maintain the highest ethical standards in operations practices
  • Ensure that the business unit is fully compliant with all Innovent initiatives through conducting regular audits and taking corrective action
External Parties and Relationship Management

  • Oversee relationship with service providers and partners and ensure all the services are delivered properly, evaluate performance and report any deviations to the relevant department for any corrective actions
  • Manage relationships with operational Heads and other Group Executives and act as a trusted advisor.
Accountability

  • Revenue under management
  • Budget under management
Communications & Working Relationships

Internal:

  • Head of Business Unit Functions (Operations, Cams, etc)
  • Internal Subject Matter Experts

Reasons for Interaction:

  • Ensure compliance to company standards
  • Ensure the relevant Innovent's account strategy aligns with and supports the overall Group sales strategy

External:

  • Service Providers (External vendor/service provider etc)
  • External advisors/consultants (Subject matter experts)

Reasons for Interaction:

  • Provide thought leadership
  • Drive collaborative partnerships and innovation within Innovent

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

  • A+ / N+
Professional Qualifications

  • A+ / N+
Years of Experience

  • At least 5 years' experience in a related IT Warehouse/ Helpdesk Support or Quality Control Environment.
Other requirements

  • Hardware knowledge across various OEM brands laptop/PC/tablet devices
  • Apple MAC OS knowledge
  • Software knowledge on Windows Vista, XP, 7, 8/8.1 and 10. Including MS Office.
  • Setting up drivers, installing and configuring OS
  • Good Business Acumen
  • Corporate Governance
  • Auditing processes
  • Assertiveness
  • Attention to detail
  • Work well under pressure
  • Good Coordination and Organisation skills
  • Conflict management
  • Professionalism
  • Customer relationship management
COMPETENCIES Behavioural Competencies

  • Delivering Results: Meticulous
  • Checking Things


 Delivering Results: Reliable
  • Meeting Timescales


 Solving Problems: Factual
  • Documenting Facts


 Solving Problems: Rational
  • Interpreting Data


 Solving Problems: Analytical
  • Examining Information
  • Adapting Approaches: Change Orientated
  • Embracing Change


 Delivering Results: Striving
  • Pursuing Goals


 Delivering Results: Organised
  • Managing Tasks
Learned Competencies

  • Product/Service knowledge
  • Customer Focus
Hygiene Factors

  • Copes with Change
  • Desire to Develop & Grow
  • Integrity, Values & Trust
  • Logical Thinker
  • Passion for customers & Excellence
  • Works well Under Pressure

Job Type:
Contract

Contract length: 3 months

Salary:
R9 000,00 per month

Expected Start Date: 2024/04/01

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