The following indicates what would typically be expected for this role at a competent level:
- Knowledge of Microsoft Desktop and server applications.
- Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
- Excellent written and verbal communication skills – especially in writing professional reports.
- Strong telephonic and written etiquette.
- Information technology system support skills.
- Excellent Microsoft Office skills.
- Negotiation and networking skills.
- Professional and punctual approach.
- Commitment to customer service and exceptional attention to detail.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Highly self-motivated.
- Systems troubleshooting.
- Accountability.
- Information-seeking.
- Problem-solving.
- Personal development.
- Able to work on a rotational shift basis or to cover weekend support if needed.
- High level of ethics to ensure corporate responsibility.
- After-hours availability for critical support where required.
Responsibilities
Job Responsibilities:
- Technical support for all IT Project related services.
- Management of customer contact to provide service excellence.
- Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
- Management of any escalations relating to infrastructure.
- Assisting management with IT Operational issues and activities.
- Assist IT Infrastructure PMO Team.
- Assisting with Team resource planning.
- Assist with the preparation of financial reports for senior management.
- Organize and minute meetings.
- Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
Build on KMDB & Documentation Reporting
- Compile technical standard operating procedures for all known errors.
- Compile and assist with daily incident, service request and change management reporting.
Customer Centricity
- Feedback to the customers on the status of all unresolved queries.
- Ensure the protection of all user’s data in compliance with company policies.
Team Work
- Constructively participate as a member of the wider IT Department.
- Undertake any other tasks or once-off projects which may be assigned from time to time.
- Demonstrate professional skills and a high standard of integrity.
Living the spirit
- We approach each day in our role as an exciting and dynamic adventure. We thrive on the ever-changing nature of technology projects, embracing the challenges and opportunities they bring. We continuously seek innovation and growth, making every day an exciting journey.
- We understand the power of collaboration in achieving our project goals. Effective teamwork is at the core of our success, and we work harmoniously with our colleagues to ensure seamless project coordination. Together, we make our project dreams a reality.
- In our role as IT Technology Project Coordinators, we embrace and encourage individuality. Each team member's unique experiences and insights contribute to a diverse and innovative approach to project coordination. We dare to be ourselves, fostering creativity and originality in our work.
Qualifications
Job Specification:
- Matric.
- 1 Year experience in a similar role.
- Diploma or Degree in Computer Systems - advantageous.
- CAPM – advantageous.
- Agile Certification (Scrum, XP, Kanban) - advantageous.
- Microsoft Systems Engineer (MCSE) - advantageous.
- ITIL Foundation certification- advantageous.
- Experience in a service desk/help desk environment, infrastructure remote support - advantageous.
- Experience with service level agreements and maintenance.
- Experience in networking and telecoms covering Microsoft applications.
