Global IT Support Specialist

6 days ago

Cape Town, Western Cape, South Africa Ten Lifestyle Group Full time

About Us

Ten Lifestyle Group is a leading global lifestyle management business with operations in over 24 locations across APAC, EMEA, LAC, and NAM. We currently support more than 1300 employees globally. Our IT Department is seeking a talented individual to join our team as an IT Support Specialist.

Job Summary

We are looking for a highly motivated and detail-oriented individual to provide first-line technical support to our global users. As an IT Support Specialist, you will be responsible for answering inbound calls, providing telephonic IT support, and monitoring the inbound ticket queue.

Main Responsibilities

  • Working within an IT Support Service Desk environment
  • Answering all inbound calls via the contact centre
  • Providing 1st-line telephonic IT support to global users
  • Monitoring of the inbound ticket queue and assisting or allocating to appropriate resources within the team
  • Responding appropriately and dealing with incidents; service requests; queries and complaints in an effective manner (punctual; polite and with empathy)
  • Taking ownership of incidents and service requests assigned to you; responding to these within SLA and managing to resolution
  • Contribute fully as an active team member and ensure team objectives are achieved
  • Work rotational shifts between 7am and 10pm (SA time) *8hour shifts with a 1hour lunch

Requirements

  • Cape Town based candidates only
  • Based first 3 months onsite, thereafter moving to flexi working model
  • Well spoken (as role will require 99% telephonic support with users from global offices)
  • No previous working experience required
  • Matric certification
  • IT based qualification or certification
  • Able to learn quickly and in a fast-paced environment
  • Good internet service at home
  • Have a quiet home/work setup (to be able to provide support without interference or background noise)
  • Highly motivated with a passion for technology and customer service
  • A highly trustworthy individual
  • A covering letter indicating why you would be a good candidate for the internship role (maximum half an A4 page)
  • CV of no more than 2 pages

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

What We Offer

  • Offer flexible work arrangements including Hybrid work possibilities
  • Annual Leave of 15 days per annum, 20 days per annum from the second year and an additional 3 extra days of annual leave in their third year.
  • One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
  • We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car).
  • ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
  • Access to lots of great travel and entertainment discounts as our clients members would
  • There are lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide) or stunning roof-top terrace to enjoy the Table Mountain view, whilst enjoying our latest fruit drop or great coffee/tea station.
  • Global Team, with diversity at its core.
  • Safe and secure offices located in Cape Town Foreshore, with complimentary off-street parking.
  • Possibility of growth within a dynamic and international company

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