IT Help Desk Technician-2 at FirstRand Group

Job Description

Hello Future IT Help Desk Technician
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who has experience in:

• 1st call resolution desktop support experience
• Video conferencing, access request, desktop support and password reset experience is key
• To solve IT user queries and problems, provide high level support on complex problem resolution, advise on new established systems

Key Responsibilities:

• Drive business profitability in the context of cost management through Information technology solutions
• Increase operational efficiency and suggest solutions to enhance cost effectiveness
• Deliver exceptional service that exceeds customers’ expectations through  proactive, innovative and appropriate solutions by resolving queries fast end effective
• Responsible for the timely and effective response of IT Help Desk user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses
• Translate Business Strategies into actionable goals and execute relevant IT Help Desk  initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply, understand and implement all steps within IT development and meet governance in terms of legislative and audit requirements
• Solve IT Help Desk user queries and problems. Provide high level support on complex problem resolution. Advise on new established systems and train users, and ensure alignment to SLA's and agreed standards
• Balance conflicting priorities and develop new approaches in the light of changing business circumstances.
• Manage the incident to completion of IT Help Desk queries by trouble-shooting end user functional issues and resolve or escalate to senior applications administrator / functional / technical support where necessary.
• Manage own development to increase own competencies
• Ensure high standards of product knowledge and adherence to protocols to ensure that customers receive accurate and consistent information.

We can be a match if:

• Ability to work independently and manage multiple tasks simultaneously
• Excellent communication and collaboration skills
• Strong team player