Internal Client Services - Africa Technology Services - IT Technician at Deloitte

Job Description

Main Purpose of Job
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

Budgets/Profitability

• 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%) 

Competencies

Technical  

• Basic technical knowledge in Microsoft Office suite and operating system

• Working knowledge of networks, IT infrastructure and application

Behavioural 

• 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

• 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 personal 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

• Professional Capabilities

• Knows the business and industry - Knows how member firm business works and keeps up-to-date on industry activities, marketplace trends and leading practices

• Manages to results - Takes responsibility for assigned areas and contributes to the successful realization of common goals

• Manages and executes projects - Prepares and manages work plans to ensure efficient and timely completion of work

• Solves problems - Identifies and solves problems objectively using analysis, experience and judgment

• Manages quality and risk - Understands and applies quality assurance and risk management procedures in all areas of work performed

• Manages change and ambiguity - Is adaptive and flexible in the face of change and ambiguity

Qualifications

Required

• Comptia A+ and/or N+ certification

• 1 year in IT support

Preferred

• Starting Microsoft certification, Degree or Diploma (in some countries in Africa)

• Experience preferably within large corporate