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End User Services
Investec Global Services
posted 2mon ago
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Key skills for the job
Job Description
- Provide desktop technical support of the end user estate.
- Ensure that all emails, calls and walk-ups are logged in the ITSM system for incident/requests/problems.
- Ensure completion of Incident, Request and Task tickets within agreed SLAs.
- Ensure a high level of customer service is delivered to end users and ensuring that Key performance indicators are met.
- Enhance Knowledge Management within the team by documenting tasks, resolution procedures, known errors, system documents, policies/procedures, knowledge base articles and top tips
- Troubleshooting and resolving front line issues and queries
- Work on ad hoc projects.
- Strong analytical and problem-solving ability.
- Able to work under pressure and keep focus and calm
- Providing support across regional offices
Core skills and knowledge
- Post Leaving Certificate studies / training in Information Technology of at least 1/2 years
- Experience supporting Windows in a corporate environment
- Working knowledge of Windows 10/11 in an enterprise environment
- Experience in the use of a helpdesk ticketing / workflow system would be preferable but not essential
- Good working knowledge of Microsoft Office 365 suite
- Experience with Azure AD and Entra ID
- Ability to support of Wi-Fi devices, e.g. iPhone, Android & iPad
- Ability to troubleshoot PC / Laptop hardware and printer issues
- Experience supporting a Multi-User enterprise environment
- Good working knowledge networking DNS, DHCP, IP and VPN
- Excellent team player, highly motivated, ambitious and flexible
- Good written and verbal communication skills
Employment Type: Full Time, Permanent
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