Associate, IT Customer Services

Job Description

About the role 

The Junior IT Support Officer functions as the primary contact for employees seeking IT resolutions in the IT Help Desk queue. In this role, you would prioritise incoming incidents and requests through various channels, including phone, email, walk-in, and chat, aligning with the ICT Service Level Agreement. The position involves the installation, deployment, maintenance, and troubleshooting of a diverse technology environment, encompassing Microsoft Windows 10 Workstations, Video Conferencing Technology, and Mobile Devices.

As an entry-level professional, the role necessitates a solid theoretical understanding of the job. The Junior IT Support Officer operates under general direction and guidance, adhering to established processes for non-routine tasks. Effective communication within the team is crucial, entailing the explanation and interpretation of information. Additionally, you would actively contribute to changes in work routines, participating in the evolution of systems and processes. The overarching goal is to work towards achieving operational targets that have a meaningful impact on team results.

What the role will involve

The responsibilities of your role will include the following:

• Providing first-level technical support via phone, email, and chat, ensuring prompt resolution of customer issues.

• Managing service levels (SLAs), monitoring response times, and escalating issues as needed to meet service level objectives.

• Creating and maintaining Knowledge Base Articles (KBAs) to expedite the resolution time of common issues.

• Documenting all customer interactions accurately and thoroughly in our service desk ticketing system (ServiceNow).

• Following established procedures and protocols for troubleshooting and resolving customer issues.

• Actively participating in team meetings and training sessions to stay updated on new products and services.

• Identifying and implementing opportunities to enhance processes and procedures in collaboration with management.

• Collaborating with team members and support teams to ensure the highest level of customer service and technical support.

• Monitoring and responding to alerts generated by monitoring systems, escalating to the appropriate team when required.

• Providing proactive updates to customers on the status of their tickets and following up as needed to ensure full issue resolution.

• Identifying trends and patterns in customer issues, collaborating with support teams to address underlying issues and enhance overall service quality.

• Contributing to process improvement initiatives and working with management to implement changes for improved service quality and efficiency.

• Participating in incident response and problem management activities, collaborating closely with other teams to investigate and resolve complex technical issues.

• Configuring and troubleshooting hardware devices, providing technical support to users.

• Imaging and deploying workstations, mobile phones, and other peripherals.

• Conducting inductions for new employees joining the organization.

• Liaising with suppliers for RMA and support requests for ICT Software and Hardware.

• Handling procurement of Hardware and Software.

• Escalating issues to Tier 3 support where appropriate.

What you’ll bring 

The role requires the following experience and skills:

• Diploma of IT – Networking or equivalent

• Strong technical knowledge of hardware, software, and network infrastructure.

• Strong technical Knowledge of RSAT, MS Azure, O365 and Windows operating systems.

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Strong knowledge of ITSM Best Practices

• Certifications such as ITIL, CompTIA A+ and Microsoft Certified Systems Engineer (MCSE) will be an advantage.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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