IT Experiential Learner - S1 at Sandvik

About the job

Follow established procedures and guidelines to provide timely and effective support to an office, business unit, department, or other organization group.
Key Performance Areas

• Responsible for administrative duties within the IT
• Receiving of IT equipment and coordinating shipment to other countries
• Assist with the IT asset register
• Administer the IT repair process
• Supports the digital signage application, configure and maintain display monitors
• Work according to established processes and instructions
• Provide first-line support including;
• Investigation and diagnosis through phone, remote support and mail
• Log all calls and emails in the incident handling system
• Support users in the use of computer equipment and internal systems by providing necessary training and advice
• Resolving incidents/requests
• Maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements
• Escalate more complex problems to the relevant 2nd/3rd line groups
• Share knowledge and experience with colleagues globally, providing assistance on technical issues
• Logging all relevant tickets with proper categorization and prioritization
• Escalating tickets that cannot be solved within in agreed timescales
• Closing solved tickets with customer confirmation
• Keep open communication with customers
• Full knowledge on how to use the Incident Management process and tools
• Knowledge of Problem & Change Management processes

Profile Required

• Matric (Grade 12) or equivalent qualification.
• Diploma or similar qualification (Advantageous)
• Minimum of 1 years’ experience in a similar position.
• Proficient in Microsoft office. Minimum requirement is to be proficient at intermediate level
• Proven ability to work efficiently within a Distribution Service environment and complete duties in an autonomous manner
• Proven ability to effectively communicate, liaise and negotiate with a range of stakeholders
• Commitment to excellence and timeliness in internal client service
• Positive attitude and willingness to learn
• Excellent written and oral communication skills
• Able to adapt to change
• Lateral thinker & Problem Solver