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IT Support Specialist

2 months ago

Sandton, South Africa AGC Recruitment Pty Ltd Full time
Job Summary

The Service Desk Analyst plays a critical role in providing high-level support to customers, ensuring seamless day-to-day operational coordination of the team. This position requires excellent communication, coordination, analytical, and problem-solving skills.

Key Responsibilities
  • Work collaboratively with the team to achieve key performance indicators (KPIs) by responding to customer inquiries and resolving technical issues.
  • Log and update all customer interactions within the ticket logging system for tracking and audit purposes.
  • Facilitate the repair of faulty equipment and ensure timely resolution of incidents within service level agreement (SLA) guidelines.
  • Set up and configure IT equipment for meetings, conferences, and client interactions.
  • Maintain compliance with IT policies and procedures, ensuring a secure and efficient IT environment.
  • Manage and resolve all IT first and second-line support issues for customers, escalating complex issues to third-line support teams as needed.
  • Receive and verify IT equipment per specifications and purchase orders, ensuring accurate inventory management.
  • 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 to management.
  • Report defective equipment to management in writing, ensuring prompt resolution and minimizing downtime.
  • Control and record all IT equipment movements, ensuring accurate tracking and inventory management.
  • Capture and maintain data and voice master registers, ensuring accurate and up-to-date records.
  • Assist with reporting stolen devices to insurance brokers, ensuring prompt resolution and minimizing losses.
Requirements
  • 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 of experience in a support environment.
  • Highly customer-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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