Job Title: IT Service Desk Support – Contractor
Location: Cape Town – Peninsula (Hout Bay / Muizenberg – Cape Point)
Duties & Responsibilities:
The IT Service Desk Support Team provides onsite 2nd level IT support for client hardware, software, desk telephone/voicemail, mobile phones, and audio/video conference rooms.
Hardware support involves HP laptops, tablets, and desktops; Apple MacBook Pros; Apple iPads; Apple iPhones. Peripheral support includes monitors, keyboards, mice, docking stations, and adapters. Involves device imaging, deployment, troubleshooting, repair, communication, documentation, and resolution.
Operating System support for Microsoft Windows7, Windows10, Apple OSX 10, and Apple iOS.
Client software support for Microsoft Office (Word, Excel, and PowerPoint), Google applications (Gmail, Calendar, Drive, Docs, Sheets, Slides, Google+, Meet, and Chat), Internet browsers (Internet Explorer, Chrome, and Safari), Antivirus, and other client software. Provides support for software installation, remediation, removal, and troubleshooting.
Must demonstrate understanding and usage of ITSM process and IT tools for incident, problem, change, and asset management (i.e. ServiceNow, ActiveDirectory). Team is responsible for monitoring and managing several incident ticket queues.
Conference Room Support. Must provide user support for projectors, screens, TV displays, wall controls, Google Meet Conference hardware and Crestron Room Booking devices.
Multifunction Printing Devices. Perform basic troubleshooting of Multifunction printing devices and Follow-Me print solutions.
Knowledge of AppSpace to support Digital Signage, desk occupancy and room booking services or other solutions similar to AppSpace.
Customer Service. Provides exceptional customer service. Willing to make a special effort to perform tasks correctly the first time. Demonstrates great follow up, communication, and relationship management skills. Able to answer customer questions and provide customer training. Provides user support for specific user requirements to improve or enhance user productivity.
Project Support – Participates in “special projects” as assigned by IT management. Special projects may include Lifecycle management of workstation hardware, operating systems, and mobile phones.
Technical certification in computer science or related field or equivalent, plus 2 years of customer-focused technical experience or;
Extensive desktop support, telecom and network management preferred.
Experience and patience in training others concerning technical matters
Proven ability to effectively prioritize and execute tasks
Proven analytical and problem-solving abilities
Windows and Apple MacBook Operating Systems
Experience with the following: Active Directory, ITIL, ServiceNow,
Extensive experience with Google Applications – Gmail, Calendar, Drive, Docs, Sheets, Slides, Google+, Meet, Chat, and Chrome extensions
Highly self-motivated and self-directed
Responsible and takes responsibility and ownership
Extremely high level of attention to detail
Desire to be a part of a team and work in a collaborative environment
Strong interpersonal skills
Customer service orientation
Bachelor’s degree from an Accredited Institution in computer science or related field, plus 2 years of experience.
Vendor certifications (Microsoft, Cisco, Avaya, HP, others)
Package & Remuneration: