IT Service Coordinator at BDO South Africa

Specification    
The IT Service Coordinator will be inter-alia responsible for:

• Assist the National ICT Service Manager with day-to-day business and customer requirements.
• Be first point of contact with the customer at the Service Desk or once completion of a Service Record has taken place answering queries accurately and consistently ensuring customer satisfaction.
• Present a polite, diligent, positive and professional attitude at all times - demonstrate support/process knowledge and build customer confidence.
• Drive and act with urgency amongst the support team members.
• Work diligently within the parameters of BDO SA Policies, Service Management processes and Procedures.
• Activity engage with users to ensure that logged Service Records contain the correct level of detail to ensure quick resolution by IT Administrators.
• Manage customer expectations through clearly explaining the situation, next steps and potential outcomes.
• Ensure consistent feedback to the customer through System workflows and active engagement.
• Take ownership of queries, resolving routine non-complex issues individually and escalating more complex issues to the Support Team.
• Schedule work for IT administrators and ensure personal diaries are used for efficient planning.
• Liaise IT Administrators and monitor the progress of assigned work and ensure SLA adherence and customer satisfaction.
• Submit daily, weekly and monthly service management reports.

Requirements    
Qualifications:

• A+, N+, Server+, ITIL V3/ITIL V4
• NQF Level 6 or higher IT related qualification
• MCSE: Cloud Platform and Infrastructure, MCSA: Windows Server is desirable but not required

Experience:

• 3 years Supervisory roles in a Support Team /Service Desk
• 6 Years in a Support role with an end user base not less than 1000 users
• Support Experience in Baking or Financial services industry sectors
• Experience with Supporting Office 365 suite.
• Active Directory administration
• Basic knowledge of Windows Server (2008 and 2012)
• Audio and Visual boardroom solutions support
• Skype for business 2015 Support
• Ability to troubleshoot network issues - LAN Routing and Switching troubleshooting (VLANs, IP Sub netting, DHCP, DNS)
• Basic Mimecast administration
• Experience supporting ERP and CRM applications
• Printer Support and supplier management
• A strong working knowledge of Dell end-user computing hardware.
• An excellent working knowledge of ITSM tools and workflows.
• Experience with managing end-user assets.
• Experience with processing IT expenses.

Skills Required:

• Excellent problem-solving skills - Ability to breakdown complex problems into logical pieces.
• Good organisational and time management skills - ability to handle multiple work streams.
• Exceptional Communication (Written and Verbal) and Interpersonal Skills - People-oriented - enjoys interacting with people, good customer service ethics, people skills and comfortable dealing with customers in both positive and difficult situations.
• A strong working knowledge of Microsoft End User Computing, Networks and dependencies.

Advantageous Skills:

• SDI ServiceDesk Analyst (SDA)
• KANBAN methodology

Personal Attributes:

• Resilient and Adaptable with the ability to work under pressure.
• Dependable and reliable
• Detail-oriented – but not losing sight of the bigger picture.
• Achievement oriented - enjoys achieving results

The appointment will be made in terms of the Firm's Employment Equity Policy.
Only short-listed candidates will be contacted.