Technical Support Specialist

2 weeks ago

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

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

Responsibilities and Duties:
  • Provide telephone support as far as possible before escalating the problem to a qualified support technician.
  • Schedule and prioritize support calls for attention by the most appropriate support technician.
  • Escalate problem situations as appropriate.
  • Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members.
  • Research, resolve, and respond to complex support requests.
  • Empower customers to make more effective use of the ICT services available to them.
  • Participate in team projects that enhance the quality or efficiency of the ICT ServiceDesk.
  • Contribute solutions to the resolution database.
  • Aquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery.
  • Provide technical assistance and 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.
  • 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.

Desired Experience & Qualification:

  • 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.

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