Service Desk Support Specialist

2 months ago

Kimberley, Northern Cape, South Africa LINKFIELDS INNOVATIONS (PTY) LTD Full time

Job Summary

We are seeking a highly skilled Service Desk Support Specialist to join our team at LINKFIELDS INNOVATIONS (PTY) LTD. The ideal candidate will have 2 to 3 years of experience as a Service Desk Support Specialist, with expertise in primary interface between the user community and the support staff.

Key Responsibilities

  • Provide technical support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and application errors.
  • Diagnose and resolve technical problems in a timely manner, escalating more complex issues to the appropriate support teams, if necessary.
  • Install, configure, and maintain computer hardware, software, and peripheral devices, ensuring compatibility and adherence to organizational policies and procedures.
  • Recommend the procurement and licensing of software.
  • Assist with the identification of licensing risks.
  • Provide input to the technical team around preferred software.
  • Contribute to the development and implementation of ICT policies, procedures, and standards to ensure consistent and efficient service delivery.
  • Stay up to date with emerging technologies, industry trends, and best practices in ICT support to continuously enhance technical skills and knowledge.
  • Measure and monitor user satisfaction indicators and highlight any issues of concern.
  • Perform random customer satisfaction surveys.
  • Teach or assist with training courses.
  • Test training and competency testing material.
  • Participate in evaluating new training and competency testing material.
  • Develop and coach colleagues.
  • Lead and assist other ICT ServiceDesk staff with support requests.
  • Perform a quality assessment on ServiceDesk calls.
  • Relevant operational reports as and when required.
  • Communicate and consult with relevant stakeholders.
  • Perform ad-hoc tasks as required in the ICT division.

Requirements

  • Relevant Diploma or degree in Computer Science or Information Technology.
  • 2 to 3 years of related experience.
  • Certifications, such as ITIL, CompTIA A+, or relevant technical certifications, are a plus.

Preferred Qualifications

  • ICDL, Microsoft Office Specialist, will be an added advantage.
  • Solid understanding of computer systems, networks, hardware, and software applications.
  • Computer skills (MS Office suite).
  • Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.

Exceptional customer service skills and a strong commitment to providing a positive user experience.

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