DSS

Key Responsibilities include:

On-site support · On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix* · Ensuring all Incidents/Requests are met within the agreed service targets. · Proactively monitors pending tickets. · Performs installs, moves, adds and changes (IMAC) as required. · Provides face to face end user support and troubleshoot issues for IT products and services. · Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems. · Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices. · Performing asset inventory/stock related activities as needed. · Taking ownership of issues through to resolution on all appropriate requests. · Ensuring all Incidents/Requests are met within the agreed service targets · Ensuring all key Client and Client processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others. · To provide hands and feet support to another Infrastructure support. · Providing on-site cover as part of a shift arrangement, covering off all areas of support. · Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information. · Orients new joiners on EUC systems. · Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity. · Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.

Communication,

customer service &

Teamwork. · Act as interface for other Client delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities. · Speaks good clear English. Language. · Strong Written and Verbal Communication Skills at senior stakeholder level. · Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.

· Maintain healthy group dynamics. · Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager. · Must be detail oriented and self-motivating. · Relationship Management – internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations. · Flexibility with respect to time – client deliverables need to be met with a “Can do” attitude. · Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.

Technical &

Problem solving

Skills · Excellent problem solving / quantitative/ analytical skills. · Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10. · Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc · Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security. · Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides · Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

Key competencies for this role: -

Teamwork and Collaboration (A) Builds productive working relationships – (L2) Builds and maintains effective working relationships with peers, partners and customers. (B) Co-operates and collaborates with colleagues – (L2) Works effectively and cooperatively with others. Seeks new alliances to expand sphere of influence and enhance quality of work. (C) Treats others with Respect – (L2) Treats others with respect, encourages and appreciates individual contributions. (D) Resolves Conflict amongst team members – (L2) Works effectively with others to resolve conflict. When possible looks for middle ground solutions. (E) Balances individual and team goals. – (L2) Demonstrates flexibility and willingness to step out of comfort zone to support team and goals.

Job type: Contract Division: eTeam Workforce Limited Reference: 22-02050