IT Support Specialist

7 days ago


Sandton, South Africa AGC Recruitment Pty Ltd Full time

Job Summary:

The IT Service Desk Analyst will play a crucial role in the day-to-day operational coordination of the team, providing high-level technical support to customers. This highly visible position requires excellent communication, coordination, analytical, and problem-solving skills.

Key Responsibilities:

  • Work as part of a wider team, focusing on achieving team KPIs by answering calls and resolving tickets.
  • Log and update all queries within the ticket logging system for tracking and audit purposes.
  • Facilitate repairs of faulty equipment.
  • Set up IT equipment for business meetings, video conferences, and client meetings.
  • Maintain compliance with IT policies and procedures.
  • Ensure incidents are resolved within SLA guidelines.
  • Manage and resolve all IT first/second line support issues for customers.
  • Refer unresolved issues to third-line support teams.
  • Receive and verify IT equipment per specifications and purchase orders.
  • Manage IT stock, including logging service desk tickets before issuing stock and maintaining accurate records.
  • Provide regular reports on stock levels, exceptions, and asset counts.
  • Report defective equipment to management in writing.
  • Control and record all IT equipment movements.
  • Capture and maintain data and voice master registers.
  • Assist with reporting stolen devices to insurance brokers.

Requirements:

Qualifications:

  • A relevant IT qualification (A+, N+, MCITP, or a combination thereof).
  • Microsoft Office Specialist (MOS) Master 2010 Certified or Microsoft 365 Fundamentals Certification (MS-900).
  • Microsoft Azure Fundamentals (AZ-900) is preferable.

Experience:

  • Minimum 2-3 years experience in a support environment.
  • Highly customer service focused with excellent communication and negotiation skills.
  • Experience working collaboratively to achieve success.

Skills and Knowledge:

  • Proficient with Microsoft Windows 10 & 11, Microsoft 0365, Microsoft Endpoint Manager admin center, Apple and Android products, and printing solutions.
  • Familiar with Active Directory and Exchange, Mimecast email management, SCCM, iManage Work 10 DMS, Aderant Expert, CMS, Interaction, encryption software, and video conferencing tools.
  • Intermediate networking experience.

Competencies:

  • Strong oral and written communication skills, with the ability to influence and work confidently at all levels.
  • Ability to seek and evaluate information from various sources.
  • Continuous improvement mindset for operations and customer service.
  • Highly motivated, results-oriented, and excellent organizational skills.
  • Adaptable, positive, innovative, and conscientious with a professional attitude.
  • Ability to handle intense pressure and meet deadlines.
  • Knowledge of the legal industry and technology is an asset.
  • Strong team player with a modern, innovative, and solutions-driven approach.
  • Calm under pressure and detail-oriented in a fast-paced environment.

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