IT Helpdesk Support Specialist

Found in: Talent ZA C2 - 2 weeks ago


Randburg, South Africa Manpower Group SA (Pty) Ltd Full time
Our client who is a leader in the Legal sector is looking for an experienced software support specialist to join the IT Department.
The ideal candidate needs to have a strong Office 365 background and advanced skills in MS Word

Responsibilities:

End-User Support
  • Handle user requests via the Helpdesk system, telephone and e-mail
  • Provide timely and professional assistance to end-users
  • Guide end-users through step-by-step solutions or provide clear instructions to help them resolve software issues
Problem Analysis and Solving
  • Ability to quickly assess and resolve issues during a user's phone call.
  • Analyse and gather information about software issues
  • Research and identify solutions to software issues
  • Test and replicate reported issues to verify their existence and determine the best course of action and resolution
  • Understand the importance of company templates and formatting processes
Transfer of knowledge
  • Transfer application knowledge effectively and timeously to end-users and team members
Training
  • On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant (Practice Management Software)
General
  • Assist HR with operations staff skills audits
  • Provide guidance on best practices for software maintenance and updates
Communication (end users and team members)
  • Ask relevant questions
  • Communicate clearly and effectively with both technical and non-technical end-users, translating information into understandable terms
  • Keep end-user informed about the status of their reported issue/s and expected resolution times
  • Collaborate with the team to escalate complex issues that require further investigation
  • Good understanding of the business needs and the IT service delivery requirements
  • Follow company and IT procedures and security policies
Experience, Skills and qualifications:
  • Very good understanding of Office 365 products
  • Advanced MS Word skills – including templates, styles and macros
  • Excellent command of written and spoken English
  • Strong working knowledge of IT
  • Active Directory
  • User training experience (MS Word, iManage)
  • Minimum of 5 years legal experience in an IT Helpdesk capacity (non-negotiable) Only candidates with Legal Sector experience will be contacted. If you dont have legal experience, please dont apply
  • iManage skills will be an advantage
  • Basic SQL skills will be an advantage
Please note only shortlisted candidates will be contacted

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