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Deloitte is one of the country's leading professional services firms in Southern Africa, and is dedicated to assisting companies succeed in the business environment- whether it be through our tax, audit, consulting or financial advisory services. At Deloitte, we understand that solutions are not just a static one dimensional report, but rather, an integrated...
Job Description
Main Purpose
Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in an organisation within a predefined SLA. Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. Provides adhoc end user training on the use of systems
Key Performance Areas
Strategic Impact
Under supervision, provides user support on IT queries in respect of hardware and software issues
Client Impact: External/Internal
Solves user queries remotely within SLA
Escalates issues to technical experts that cannot be solved
Operational Effectiveness
Works collaboratively with ATS team to ensure calls are closed in the shortest possible time span
Logs calls accurately with all detail onto system
Tracks queries through to resolution and closes them on logging system
Assists team members as required
Remains aware of risk in area of expertise in alignment with Deloitte policies and processes
Assists users through transfer of knowledge on MS Office Suite, IT processes and procedures
Development/Growth of Team
Actively works to address identified development areas
Cultivates ability to give effective development feedback both upwards and to peers
Budgets and Forecast
Effective use of time, equipment and resources
Differentiators for this specific role
Create and Maintain client relationship
Install and configure of standard hardware & software
Maintain a tidy environment
Administration and filing for IT service desk
Manage third party calls
Filling in for absent colleagues
Monitoring of SLA of calls ( SLA 98%)
Leadership Capabilities
Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact
Influence - Actively focuses on developing effective communication and relationship-building skills
Performance drive – Understands expectations and demonstrates persona accountability for keeping performance on track
Strategic direction - Understands how their daily work contributes to the priorities of the team and the business
Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
Competencies
Technical Competencies
Basic technical knowledge in Microsoft Office suite and operating system
Working knowledge of networks, IT infrastructure and applications
Behavioural Competencies
Good communication skills, both written and verbal
Problem solving ability
Interpersonal and relationship building skills
Client delivery focus
Adaptable
Focus on quality and awareness of risk
Desire to develop self
Business acumen
Qualifications
Required
Comptia A+ and/or N+ certification
1 year in IT support
Desired
Starting Microsoft certification, Degree or Diploma (in some countries in Africa)
Experience preferably within large corporate
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