IT Support Specialist

2 months ago

Johannesburg, Gauteng, South Africa Isilumko Staffing Full time
Job Title: IT Desktop Support

We are seeking a highly skilled and experienced IT Desktop Support professional to join our team at Isilumko Staffing.

Job Summary

The successful candidate will be responsible for delivering exceptional customer support by installing and providing training on electronic banking products, integrating electronic banking with clients' line of business, and ensuring seamless transactions.

Key Responsibilities
  • Contribute to business unit savings through effective management of cost, time, and quality
  • Display operational confidentiality by ensuring compliance to relevant standards and policies
  • Respond to and ensure detailed feedback and updates to clients and internal stakeholders on queries
  • Improve and maintain client service by operating according to optimal capacity
  • Find innovative and workable solutions to assist both internal and external stakeholders according to their specific requirements
  • Establish and maintain client relations and satisfaction against agreed-to standards and timeframes
  • To troubleshoot and where possible, remedy any computer-related conflicts in order for the client to be able to transact
  • Deliver quality output by efficiently and effectively adhering to all processes
  • Manage workflows via systems which include Siebel, Nitro, and Imali
  • Install electronic banking profiles for clients
  • Train clients on electronic banking profiles
  • Resolve client technical queries on electronic banking products as per agreed standard timeframes
  • Resolve client training queries on electronic banking products
  • Update MIS daily (log sheets, exception reports, and utilization reports)
  • Conduct client courtesy calls, live runs, and follow-ups
  • Use discretion to prioritize urgent client queries
  • Train clients on cash product suites
  • Limit risk exposure by adhering to processes and procedures
  • Manage cost awareness and control through efficient usage of office resources (stationery, cell phones, and printing resources)
  • Accurate record keeping on all travel claims
  • Keep abreast of legislation and other industry changes that impact on role by reading relevant newsletters, websites, and attending sessions
  • Understand and embrace the vision and demonstrate the values through interaction with team and stakeholders
  • Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
  • Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced, and certifications obtained and/or maintained within specified timeframes
  • Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with team
  • Contribute to a culture conducive to the achievement of transformation goals by participating in culture-building initiatives (e.g., staff surveys)
  • Participate and support corporate social responsibility initiatives for the achievement of key business strategies
  • Identify and recommend opportunities to enhance processes, systems, and policies and support implementation of new processes, policies, and systems
Requirements
  • Matric / Grade 12 / National Senior Certificate
Preferred Qualifications
  • Relevant Degree or National Diploma in Information Technology / Advanced Diploma / MCSE / N+
Technical / Professional Knowledge
  • Business etiquette
  • Communication & Presentation skills
  • Client service principles
  • Computer Literacy
  • Conducting root cause analysis
  • Electronic banking systems
  • Product Knowledge
  • Operating Systems
  • Workflow management
  • Basic computer concepts
Behavioural Competencies
  • Building Customer Loyalty
  • Communication
  • Applied Learning
  • Managing Work
  • Quality Orientation
  • Technical/Professional Knowledge and Skills

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