IT Helpdesk Technician L1

**We Want You**:
**You Bring**:

- Relevant information technology qualification.
- A minimum of 1 Year of experience in IT Helpdesk environment.
- A+ or N+ certification (advantageous).
- ITIL Foundation certification (advantageous).

**What You’ll Do**:
**Technical support**
- Technical support for all Level 1 IT Helpdesk services.
- Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
- Management of any and all escalations relating to IT infrastructure.
- Provide day-to-day technical support for all Hollywood Group/Betsoftware services and third-party products.
- Ensure all Incoming calls are handled professionally and in a timely manner.
- Administer, install, configure and troubleshoot the MS operating systems and products installed on those systems including Office 365.
- Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
- Installation and maintenance of network and standalone printers.
- Troubleshoot network connectivity including LAN, WAN and Hardware related faults.
- Provide assistance with upgrading / maintaining antivirus products.
- Troubleshooting of VPN connections using Fortinet solutions.
- Troubleshoot hardware related faults.
- Provide basic end user training.
- Adhere to clearly defined Escalation Matrices and ITSM RACI.

**Administration**
- Management of customer contact to provide service excellence.
- Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
- Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
- Log all time correctly and accurately in the ticketing system.

**Customer Centricity**
- Feedback to customer on status of all unresolved queries.
- Ensure protection of all user’s data in compliance with company policies.

**Team Work**
- Constructively participate as a member of the wider IT Department.
- Undertake any other tasks or once-off projects which may be assigned from time-to-time.
- Demonstrate professional skills and a high standard of integrity.

***

**Key skills/attributes/position specific competencies**:
The following indicates what would typically be expected for this role at a competent level:

- Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
- Excellent written and verbal communication skills - especially writing professional reports.
- Strong telephonic and written etiquette.
- Information technology system support skills.
- Excellent Microsoft Office skills.
- Professional and punctual approach.
- Commitment to customer service and exceptional attention to details.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Self-motivated.
- Problem-solving.
- Able to work on a rotational shift basis to cover weekend support. There will be night shifts rquired, including graveyard shifts.

**Living the Spirit**:

- Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team.
- Encouraging a supportive and inclusive environment where every team member's contribution is valued. Its always important to remember that success is a collective achievement, and we celebrate it as a team.
- Fostering an environment with open and clear communication to ensure everyone is on the same page. Team members are encouraged to use stand-up discussions/team/department meetings to communicate and exchange information that will benefit the team and contribute to BET Software's success.
- Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT. Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team.
- Approach your work with a spirit of creativity and curiosity, seeking new ways to improve processes and finding excitement in challenges.
- Its important to uphold a culture of honesty, transparency, and integrity in all our interactions. At BET Software, we value and respect our team members' different backgrounds, viewpoints, and experiences.
- Uphold the importance of remaining accountable for your actions and decisions.
- Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

**The Company We Keep:
At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest.