IT Helpdesk Support Specialist
Found in: Talent ZA C2 - 2 weeks ago
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
- 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 application knowledge effectively and timeously to end-users and team members
- On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant (Practice Management Software)
- Assist HR with operations staff skills audits
- Provide guidance on best practices for software maintenance and updates
- 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
- 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
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