IT Senior Technician: ATS - Internal Client Services - CPT at Deloitte

Job Description

Main Purpose of Job

Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of incidents and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems. Able to give advanced telephonic training on systems. Be able to manage the incident to completion.

Differentiators for this specific role

• Manage third party calls (suppliers / vendors issues)
• Participates in projects as required
• Create and Maintain client relationship
• Install and configure of standard hardware & software
• Maintain a tidy environment
• Administration and filing for IT service desk
• Filling in for absent colleagues
• Compiles reports for manager / business as required (call statistics, incidents, etc.)
• Monitoring of SLA of calls (SLA 98%)

Key Performance Areas:

Strategic Impact

• Under supervision, provides user support on IT queries in respect of hardware and software issues

Client Impact: External/Internal

• Solves user queries remotely within SLA
• Escalates issues to technical experts that cannot be solved

Operational Effectiveness

• Works collaboratively with GIS team to ensure calls are closed in the shortest possible time span
• Logs calls accurately with all detail onto system
• Tracks queries through to resolution and closes them on logging system

Development/Growth of Team

• Actively works to address identified development areas

Budgets and Profitability

• Effective use of time, equipment and resources

Qualifications

Required

• Comptia A+ and/or N+ certification, ITIL Certification, Microsoft MTA
• 3-5 year in IT support

Preferred

• Microsoft MCSA (Microsoft Certified Solutions Associate) certification, Degree or Diploma (in some countries in Africa)
• Experience preferably within large corporate

Additional Information

Technical Competencies

• Technical expert in specific functional area 
• Demonstrated capability in interaction at all levels, briefing, analysis and project management skills
• Experience in drafting and delivering presentations 
• Good report writing skills
• Sound financial knowledge and understanding

Behavioural Competencies

• Excellent communication skills, both written and verbal
• Good interpersonal and relationship building skills
• Mentorship and coaching ability with desire to develop self and others 
• Strong client delivery focus
• Adaptable, managing change and ambiguity with ease
• Focus on quality and risk
• Problem solving ability
• Good business acumen

Leadership Capabilities

• Living our Purpose - Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make
• Influence - Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
• Performance drive - Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders, towards the achievement of the firm’s pipeline and revenue targets.
• Strategic direction - Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction 
• Talent development - Develops high-performing people and teams through challenging and meaningful opportunities

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