Help Desk Support Specialist
Datafin
Cape Town, South Africa
3d ago

ENVIRONMENT :

An innovative FinTech company seeks the expertise of a Help Desk Support Specialist to manage & provide hands-on support to the team and ensuring effective identification & resolution of end user help requests.

You will require Grade 12 / Matric and a relevant Degree / Diploma in Computer Science / Information Sciences or related field will prove highly beneficial, 5 years’ experience in the IT / Support industry and 3 having managed a team.

DUTIES :

Service level management.

Involved in project management.

Manage day to day Help Desk Operations.

Manage change control process.

Manage all aspects of the Help Desk Support Engineers.

Design, implement and enforce procedures to ensure consistent levels of service and delivery to the organisation.

Manage Task / Project allocation and prioritisation.

Advise and provide assistance with design and implementation of solutions.

Oversee quality of solutions implemented.

Set and review quarterly goals and targets.

Ensure that calls are closed within the SLA times.

Ensure that the answers to unusual problems are saved in the helpdesk’s knowledgebase.

REQUIREMENTS : Qualifications

Qualifications

Grade 12 / Matric is essential.

Degree / Diploma in the field of Computer Science, Information Sciences, or related field would be an advantage.

Experience / Skills

5 Years’ experience working in the IT / Support Industry.

3 Years’ experience managing a team of individuals.

Can handle clerical tasks and a keen eye for detail.

ATTRIBUTES :

Oral & Written Communications : Able to express oneself to provide information to others effectively, recognising that communication is more than just a language that includes tone, style and structure.

Innovation : Ability to come up with new ideas.

Teamwork : Work with and through others

Adaptability : Ability to work in a fast-paced environment with ever changing demands.

Ethically Strong : Ability to interact with people from diverse backgrounds and cultures.

Initiative and Proactivity : Be a self-starter who is able to see the bigger picture and translate challenges into solutions.

Able to work under pressure, to multi-task and prioritise.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

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