IT Helpdesk Support Technician

2 weeks ago

Johannesburg, 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 off-site 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

  • Helpdesk Technician: IT Support

    2 weeks ago

    Johannesburg, Gauteng, South Africa RJPersonnel Full time

    3years Performing remote troubleshooting through diagnostic techniques and pertinent questions Determining the best solution based on the issue and details provided by customers Logging and Closing Calls Walk the customer through the problemsolving process Direct unresolved issues to the next level of support personnel Provide accurate information on...

  • IT Helpdesk Support

    3 months ago

    Johannesburg, South Africa CallForce Full time

    IT Helpdesk Support Support operations and other support services with helpdesk request Attend to tickets logged in a timeous and efficient manner Raise any deviations with the Head of ITEnsure employees are adhering to IT protocols

  • Helpdesk Support Technician

    4 weeks ago

    Johannesburg, South Africa Select One Full time

    The role will involve providing technical assistance and support relating to computer systems, hardware, or software, responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. Duties will include but not be limited to: - Providing 1st line support - Desktop & peripheral support - User support...

  • Helpdesk Coordinator

    3 months ago

    Johannesburg, South Africa Primedia Recruiter Full time

    **Purpose statement**: To provide assistance to the helpdesk and support manager and the support team in the execution of their duties and to serve as an interface between the clients and the sales representatives. **Helpdesk administration**: Attend to pharmacy queries and problems when received in a timely manner and supply customers with updates,...

  • Helpdesk Support Administrator

    4 weeks ago

    Johannesburg, South Africa RJPersonnel Full time

    3years - A great opportunity for a Helpdesk Administrator. - Duties below but not limited: - Job costings - Management of Technicians calendar - Communication with customers - Stock control - Renewal of planned maintenance Contracts - Capturing Time sheets - Invoicing - Purchase orders - Various accounting and administrative functions **Qualifications and...

  • Helpdesk Support Administrator

    2 weeks ago

    Johannesburg, Gauteng, South Africa RJPersonnel Full time

    3years A great opportunity for a Helpdesk Administrator. Duties below but not limited:Job costings Management of Technicians calendar Communication with customers Stock control Renewal of planned maintenance Contracts Capturing Time sheets Invoicing Purchase orders Various accounting and administrative functionsQualifications and Experience: Matric 3 years...

  • Helpdesk Technician

    2 weeks ago

    Johannesburg, Gauteng, South Africa MPRTC Full time

    **Requirements**:- Tertiary IT Studies / Certificates- +/- 2 years experience, Telephonic and remote Helpdesk support (Hardware and software)

  • Helpdesk Co-ordinator

    4 weeks ago

    Johannesburg, South Africa Be Different Recruitment Full time

    **Gauteng**, JHB - Northern Suburbs** **R 15 000 - R 20 000 Monthly Cost To Company** Our client an IT Solutions company based in Fourways is seeking a highly motivated and energetic **Helpdesk Coordinator** to join their dynamic team. This is an excellent opportunity for someone who is looking to work in a fast paced, high energy environment and wants to...

  • Technical Helpdesk

    2 weeks ago

    Johannesburg, Gauteng, South Africa Asource Recruitment Full time

    To be successful in this role, the candidate will be responsible for technical helpdesk support. The candidate will be the go-to person for providing technical assistance and support related to vehicles, Mechanical and electrical. They will be responsible for answering queries and resolving any vehicle related issues. Ultimately, the candidate will ensure...

  • Technical Helpdesk

    3 weeks ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    To be successful in this role, the candidate will be responsible for technical helpdesk support. The candidate will be the go-to person for providing technical assistance and support related to vehicles, Mechanical and electrical. They will be responsible for answering queries and resolving any vehicle related issues. Ultimately, the candidate will ensure...

  • Technical Helpdesk

    2 weeks ago

    Johannesburg, South Africa Asource Recruitment Full time

    To be successful in this role, the candidate will be responsible for technical helpdesk support. The candidate will be the go-to person for providing technical assistance and support related to vehicles, Mechanical and electrical. They will be responsible for answering queries and resolving any vehicle related issues. Ultimately, the candidate will ensure...

  • Technical Helpdesk

    3 weeks ago

    Johannesburg, South Africa Asource Recruitment Full time

    To be successful in this role, the candidate will be responsible for technical helpdesk support. The candidate will be the go-to person for providing technical assistance and support related to vehicles, Mechanical and electrical. They will be responsible for answering queries and resolving any vehicle related issues. Ultimately, the candidate will...

  • Helpdesk Administrator

    4 weeks ago

    Johannesburg, South Africa StaffCentral Consulting Full time

    **Job Duties/Responsibilities will include**: A great opportunity for a Helpdesk Administrator. **Duties below but not limited**: Job costings Management of Technicians calendar Communication with customers Stock control Renewal of planned maintenance Contracts Capturing Time sheets Invoicing Purchase orders Various accounting and administrative...

  • First Level IT Helpdesk Technician

    3 weeks ago

    Johannesburg, South Africa Unique Personnel Full time

    **Job Number** - 70895 **Job Type** - Permanent **Job Title** - First Level IT Helpdesk Technician **Computer Skills** - IT,Verbal Communication,hardware,software,ITIL framework,technical expertise,analytical thinking **Industry** - Computer - IT **City** - Johannesburg **Province** - Gauteng - Provide first level technical support and troubleshooting...

  • Technical Support/windows Helpdesk Specialist

    4 weeks ago

    Johannesburg, South Africa Axiom Full time

    To be a knowledgeable, fast, and friendly resource for our customers. - To ensure our software products are successfully used, and our technical support and training exceed customer expectations. **Essential Duties and Responsibilities**: - Ensuring Customer Support is knowledgeable, fast, friendly, and closing tech support cycles swiftly resulting in very...

  • 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...

  • Helpdesk Manager

    2 weeks ago

    Johannesburg, Gauteng, South Africa Crayon Full time

    How you'll roleAs a Helpdesk Manager, you will assume responsibility for leading and supervising a helpdesk team, ensuring the efficient and effective handling of queries, reports, and requests generated on the helpdesk platform. Your key responsibilities will involve recruiting and training team members, setting objectives, analysing performance metrics,...

  • Technical Support/windows Helpdesk Specialist

    2 weeks ago

    Johannesburg, Gauteng, South Africa Axiom Full time

    To be a knowledgeable, fast, and friendly resource for our customers. To ensure our software products are successfully used, and our technical support and training exceed customer expectations.Essential Duties and Responsibilities: Ensuring Customer Support is knowledgeable, fast, friendly, and closing tech support cycles swiftly resulting in very happy...

  • Senior Desktop Support Technician

    1 week ago

    Johannesburg, South Africa Disruptive IT Full time

    This is a contract on-site role for a Senior Desktop Support Technician who will be responsible for providing technical support for desktop computers, printers, troubleshooting hardware and software issues, and repairing computers. The Senior Desktop Support Technician will work closely with the IT team to optimize systems and enhance the user...

  • Junior IT Support Technician

    4 weeks ago

    Johannesburg, South Africa Telecoms Academy Full time

    We are currently recruiting for a Junior IT Support Technician to join our team based in Johannesburg. **Duties & Responsibilities**: - Understanding Network protocols - Networking knowledge is required (Fibre Routers, Wi-Fi Access Points) - Helpdesk knowledge and experience dealing with users and understanding how to deliver clear and effective IT Support...