German Speaking Junior IT Analyst

1 month ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
Main Purpose of the Job

As a Service Desk operative, you will be responsible for progressing each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application, or support area. Your primary goal is to manage tickets by priority and determined by business impact, providing regular end-user updates and 'real-time' escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.

Key Responsibilities
  • Day-to-day Duties
    • As an employee of ABC Worldwide, it is a requirement to fulfill certain daily tasks and duties on time as part of your roles and responsibilities.
    • Always meet customer expectations
    • Communication internally and to customers should be on time.
    • Reflected in work logs.
    • Time management:
    • Lunch & breaks = 1 hour daily in total
    • Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.
    • Monitor availability of the team's time management, being responsible for cover and well-being of the Service desk.
  • Business Conduct
    • Professionalism when communicating to internal and external contacts/team members/management and customers.
  • Ticket Logging
    • To fully understand the client business environment and potential impacts and severities IT-related incidents may have to both user and business.
    • Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.
    • To ensure familiarity with client business imperatives, technologies, and support processes.
    • To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
    • To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:
    • Quickly identify, diagnose, and troubleshoot
    • Identify solutions, through either verbal, front-line, or Client-authorised First Time Fixes
    • Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional, and global support management, within agreed timescales
    • Accurate identification and assignment to resolver groups.
    • Provide 'proactive' communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
    • To provide First Line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.
    • Potential overflow logging will be required (secondary analyst to other GSD customers).
  • Incident Management
    • To be fully responsible for progression of each ticket logged on the ticket management system irrespective of End User geography, application, or resolver group. It entails:
    • Regular end-user/business management updates based on SLA
    • Escalation within any support group or vendor to ensure real-time visibility of ticket status
    • Accurate updates to reflect all events/activities/checkpoints
    • Managing changes in severity or business impact, communicate accordingly to defined country, regional, global business or support management teams and End Users
    • Monitoring validity of status (e.g. 'with customer') according to SLA, ensuring management of clock is documented and the result is a true reflection of the End User experience
    • Management of ticket resolution with end-user, ensuring tickets are resolved with acceptance from the end-user or Global IT
    • Unless requested by user to unresolved (specific problem reported was not solved) a ticket, it will automatically be closed after 48 hours of resolution.
  • Mailbox Management
    • Management and maintenance of the mailboxes.
    • Correct logging
    • Tagging emails
    • Filing away
    • Advising users of reference numbers
    • Proactive Improvements
    • Proactive development of 'First Time Fix' solutions, based on regular review of ticket details, trend analysis reports, and technical expertise, to identify re-occurring issues.
    • Provision of Interactive Knowledgebase to all Support Groups, to ensure consistent, real-time support to all end-users, regardless of time zone, location, or system.
    • Feedback via Account management team of suggested improvements.
  • Problem Management
    • Identify and manage multiple-related occurrences, creating higher-level problem tickets and communicate progression of resolution to defined country, regional, or global business or support management teams.
  • Third Party Management
    • Facilitation and co-ordination of activities for all Client 3rd party vendors contracted directly to Client Global IT
    • Facilitation and co-ordination of activities for all 'local' Client Third Party Vendors with the supported geographies defined in Contractual Agreement.
    • Management and co-ordination of activities for all 'local' Client Third Party Vendors worldwide, where documented and transitioned.
    • Management and co-ordination of Hardware support for all in-scope equipment installed within the CC Data Centres.
    • Facilitation and co-ordination of activities identified within the Disaster Recovery solution.
    • Management and co-ordination of activities identified within any Disaster Recovery solution for all WINTEL based servers, where documented and transitioned.
  • Technical Identification
    • Technical expertise to both confidently problem determine or identify issues within the following areas.
    • Strong desktop & printer troubleshooting experience (with relevant qualification)
    • Strong network trouble shooting
    • Network administration
    • Citrix administration
    • Strong Microsoft Operating systems
    • Strong Microsoft Outlook administration
    • Strong Microsoft Applications
    • Basic Server experience
    Essential Knowledge and Skills
    • A strong service-oriented ('can-do') culture, with a strong focus on the 'internal customer' approach, committed to exceeding customer expectations.
    • Good communicator with the user environment.
    • Dynamic but aware of the views and feelings of others.
    • Able to operate as a good team player.
    • Drive and Energy
    • Has an analytical and logical 'mindset' when dealing with issues. Demonstrate clear purpose, enthusiasm, and commitment.
    • Be able to use varying styles of communication to suit the occasion and the audience.
    • Suggest new ideas within the team.
    • A high command of the English language both written and verbal is essential.
    • Self-motivated with the ability to work unsupervised.
    • Attention to detail
    • Punctuality
    • Excellent verbal and written communication skills
    • Shift work
    Essential Qualifications
    • Grade 12 certificate (Matric)
    • German Work Proficiency (B2 minimum)
    • Good working knowledge of MS Office & Windows XP/Windows7
    • 18- 24 months year in the Customer Service industry
    • Basic trouble shooting abilities in the technical / Networking environment
    Desirable Qualifications
    • ITIL Foundation v 3 / Good understand of ITIL
    • MCSE
    • MCP Certified
    • MCDST Certified

  • German-speaking Junior FIT Consultant

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German-speaking Junior FIT Consultant About the Role: We are seeking a highly motivated and detail-oriented Junior FIT Consultant to join our team at ABC Worldwide. As a Junior FIT Consultant, you will be responsible for providing exceptional customer service and support to our clients. Responsibilities: * Provide German language support to...

  • German Speaking Junior Consultant

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    RequirementsWe are seeking a highly motivated and detail-oriented individual to join our team as a German Speaking Junior Consultant. The ideal candidate will be fluent in German reading, writing, and speaking, and will have a strong understanding of the tourism industry.Must be a South African citizen or have permanent residence status.Must have a Matric...

  • German Speaking Junior Consultant

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Requirements:We are seeking a highly motivated and detail-oriented individual to join our team as a German Speaking Junior FIT Consultant. The ideal candidate will be fluent in German reading, writing, and speaking, and will have a strong understanding of the tourism industry.Key Responsibilities:Must be a South African citizen or have permanent residence...

  • German Speaking Junior IT Support Specialist

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German Speaking Junior IT Support SpecialistWe are seeking a highly motivated and detail-oriented German speaking Junior IT Support Specialist to join our team at ABC Worldwide. As a Junior IT Support Specialist, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.Key...

  • German Speaking Social Media Content Analyst

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    {"h1": "German Speaking Social Media Content Analyst Job Opportunity", "p": "Are you ready to take the next step in your career and achieve your next challenge? If your answer is yes, Initiate International invites you to join our team as a German Speaking Social Media Content Analyst in Cape Town, South Africa. As a German Speaking Social Media Content...

  • German Speaking Junior IT Support Specialist

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German Speaking Junior IT Support SpecialistWe are seeking a highly motivated and detail-oriented German speaking Junior IT Support Specialist to join our team at ABC Worldwide. As a key member of our Service Desk team, you will be responsible for providing exceptional customer service and technical support to our clients.Key...

  • German-speaking Junior Consultant

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Junior FIT Consultant OpportunityAt ABC Worldwide, we are seeking a highly motivated and detail-oriented Junior FIT Consultant to join our team in Cape Town.Key Responsibilities:Must have a matric certificateMust be a South African citizen or have permanent residence statusMust be fluent in German reading, writing, and speakingMust be able to work full-time,...

  • German Speaking IT Support Specialist

    6 days ago

    Cape Town, Western Cape, South Africa Jai Search Consultancy Full time

    Job Description for German Speaking Support AnalystKey AccountabilitiesWe are seeking a highly skilled German speaking support analyst to join our dynamic team. As a German speaking support analyst, you will be responsible for providing remote 1st/2nd line technical IT support to our clients. Your primary goal will be to troubleshoot and resolve hardware and...

  • German Speaking Social Media Content Analyst

    1 month ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Job Title: German Speaking Social Media Content AnalystAre you looking for a challenging role that combines your language skills with your passion for social media? We are seeking a highly motivated and detail-oriented German speaking Social Media Content Analyst to join our team in Cape Town, South Africa.Key Responsibilities:Review and action potentially...

  • German Speaking Junior Business Development Manager

    1 month ago

    Cape Town, Western Cape, South Africa emerchantpay Full time

    Job Title: German Speaking Junior Business Development Manageremerchantpay is a leading global payment service provider and acquirer for online, mobile, in-store, and over-the-phone payments. Our global payments solution is available through a simple integration, offering a diverse range of features, including global acquiring, global and local payment...

  • German Speaking Business Development Manager

    3 weeks ago

    Cape Town, Western Cape, South Africa emerchantpay Full time

    Job Title: German Speaking Junior Business Development ManagerAt emerchantpay, we're seeking a talented German Speaking Junior Business Development Manager to join our team. As a key member of our Sales team, you'll be responsible for driving revenue growth and building long-lasting relationships with our clients and partners in the DACH region.Key...

  • German Speaking Business Development Manager

    1 month ago

    Cape Town, Western Cape, South Africa emerchantpay Full time

    Job Title: German Speaking Junior Business Development ManagerAt emerchantpay, we are seeking a highly motivated and experienced German Speaking Junior Business Development Manager to join our team. As a Business Development Manager, you will be responsible for driving revenue growth and building long-lasting relationships with our clients and partners in...

  • German-speaking Sales Professional

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German-speaking Sales ExecutiveAt ABC Worldwide, we are seeking a highly motivated and experienced German-speaking Sales Executive to join our team. As a key member of our sales team, you will be responsible for identifying and qualifying high potential client opportunities to partner with our company.Key Responsibilities:Prospect and develop new...

  • German-speaking Travel Expert

    1 month ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German-speaking Travel ExpertWe are seeking a highly motivated and experienced German-speaking Travel Expert to join our team at ABC Worldwide. As a key member of our team, you will be responsible for providing exceptional customer service, managing travel itineraries, and ensuring seamless travel experiences for our clients.Key...

  • German Speaking Travel Consultant

    1 month ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Job Title: German Speaking Travel ConsultantWe are seeking a highly skilled German speaking travel consultant to join our team at Black Pen Recruitment. As a travel consultant, you will be responsible for assisting clients with their travel requirements, including booking flights, hotels, rail, and arranging car hire.Key Responsibilities:Manage a portfolio...

  • German Speaking Operations Coordinator

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German Speaking SchedulerWe are seeking a highly skilled and experienced German speaking scheduler to join our team at ABC Worldwide. As a German speaking scheduler, you will be responsible for scheduling resources for our clients in South Africa, ensuring that deadlines and customer requirements are met.Key Responsibilities:Gather information...

  • German Speaking Expert Rater

    4 weeks ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Job Title: German Speaking Expert RaterWe are seeking a highly skilled German speaking expert rater to join our AI team. As a key member of our team, you will be responsible for reviewing and evaluating content to ensure its quality and relevance.About the RoleIn this role, you will work closely with our team to develop and implement guidelines for content...

  • German Speaking Administrative Coordinator

    2 months ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German Speaking Admin CoordinatorThe role of the GSD COAT Analyst involves handling general queries via email or phone and compiling management reports using various reporting tools.No shift work is required, with a standard Monday to Friday schedule from 8am to 5pm UK time.Main Duties/Key Responsibilities:Compile management information through...

  • German Speaking Administrative Coordinator

    1 month ago

    Cape Town, Western Cape, South Africa ABC Worldwide Full time

    Job Title: German Speaking Admin CoordinatorThe role of the GSD COAT Analyst involves providing administrative support to the team, handling general queries via email or phone, and compiling management reports using various reporting tools.No shift work is required, with a standard Monday to Friday schedule from 8am to 5pm UK time.Main Duties/Key...

  • German Speaking Service Delivery Support Associate

    1 month ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    Job Title: German Speaking Service Delivery Support AssociateWe are seeking a highly motivated and detail-oriented German Speaking Service Delivery Support Associate to join our team. As a key member of our customer support team, you will be responsible for providing exceptional service to our German-speaking customers, ensuring their needs are met and...