End User IT Support

4 days ago


Bellville, Western Cape, South Africa BOSS Professional Services (Pty) Ltd Full time
Dedicated On-site Support for Contact Center Users

To support end users at the Contact Center and ensure maximum uptime and productivity for all users (minimum downtime/impact for users as a result of IT issues and requests within SGT's control). Responsible for the timely and effective response to IT user queries and problems.

Duties & Responsibilities
  • Assist users with day-to-day IT issues.
  • Provide constant feedback regarding the progress of SGT-related issues, requests, and escalations to end-users.
  • Assist in getting new users operational.
  • Troubleshoot application issues including MS Teams and MS Office.
  • Escalate issues that cannot be resolved timeously.
  • Assist users in logging SRS and incidents (CA & Jira).
  • Conclude incidents on the CA and SRS system.
  • Provide updates on Jira calls if needed.
  • Provide remote support for WFH users.
  • Coordinate with third parties and internal SGT teams.
  • Manage and support incidents logged within SLA agreements.
  • Provide feedback on outstanding open incidents and requests logged on CA.
  • Coordinate major incidents and assist SGT IM during major incidents reported.
  • Assist and implement projects as required.
  • Provide first-line support diagnosis and support for output device services.
  • Ad hoc reporting.
  • Time management - prioritizing important issues.
  • Work well under pressure with excellent communication skills (verbal and written).
Desired Experience & Qualification
  • 2 – 3 years experience in an IT Service Desk environment.
  • Background in IT Services with an emphasis on Service Management.
  • Call Center support experience will be advantageous.
  • Sound knowledge and experience of ITIL practices.
  • Understanding of client applications and business processes will be advantageous.
  • Understanding and experience in Avaya Call Center Telephony.
  • Personal attributes: Interpersonal savvy, decision quality, action oriented, optimizes work processes.
Package & Remuneration

Permanent role with company benefits.

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