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  • Posted: Apr 22, 2021
    Deadline: Not specified
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    BDO helps a diverse range of clients with different needs. This is especially true of our Advisory Practice, which provides transaction, risk, wealth advisory, company secretarial, and HR services to clients navigating a range of challenges, changes, and opportunities. Our professionals are from a variety of multidisciplinary backgrounds, allowing us to del...
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    IT Service Coordinator

    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.

    Method of Application

    Interested and qualified? Go to BDO South Africa on bdo.jb.skillsmapafrica.com to apply

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