IT Support: Desktop at Oceana Group Limited

Purpose of the Role

• To provide first line of support for local and remote users. Responsible for handling incoming telephone calls, email communications, creating trouble tickets and to assist on users requests (or escalate as required).

Key Job Outputs:

• Effective end-to-end management and resolution of incidents and problems
• Adherence to defined targets, procedures, standards and measures for quality and customer satisfaction
• Minimisation of preventable incidents
• Up to date knowledge and support articles
• End user adoption, knowledge and uptake
• Active and positive engagement with end users, third line support and third parties
• Active participation and contribution towards the successful planning and execution of changes
• Assistance with special projects as identified
• Coaching and training users with regards to the use of IT assets and policies
• Licensing management and compliance
• Asset management
• Effective end-to-end management and resolution of incidents and first-line problems.
• Adherence to defined targets, procedures, standards, and measures for quality and customer satisfaction.
• Effectively handling user calls using our service desk application reaching a targeted SLA.
• Following agreed procedures, identifies, registers, and categorises incidents. Gathers information to enable incident resolution and promptly allocate incidents as appropriate
• Handling onboarding and offboarding requests for all company users
• Handling standby calls and escalations for users after hours.
• Assisting with VIP support on a daily basis 
• First-line support on printing services
• Daily testing and ad-hoc support with all company VC equipment
• Understanding of established VOIP infrastructure 
• Minimizations of preventable incidents
• Installation and support of all end-user applications 
• Setup and support of all user computers and peripherals
• Cell phone support 
• Assistance in the process with third parties to purchase peripherals
• Up-to-date knowledge of new software and support articles
• Assistance of end-user adoption, knowledge, and uptake
• Active and positive engagement with end users, third-line support, and third parties
• Active participation and contribution toward the successful planning and execution of changes
• Assistance with special projects as identified
• Coaching and training users regarding the use of IT assets and policies
• Licensing management and compliance
• Asset management
• Traveling to remote sites for support

Knowledge, Skills and Attributes

• PC Desktop and Laptop Hardware knowledge
• Microsoft Windows 10 and 11 Operating System
• Microsoft Office Productivity Suites
• PC Systems Imaging/Cloning technology
• Hands-on experience with Windows, software, BIOS, and firmware updates or patches
• Knowledge of anti-virus programs
• Knowledge of office automation products and computer peripherals, like printers and scanners
• Excellent verbal and written communication and interpersonal skills
• Excellent problem-solving and attention to detail
• Ability to identify underlying problems and trends
• Ability to identify shortcomings in system design, business processes or end user training and adoption.
• Relentless pursuit of customer satisfaction, including proactive follow-through and follow-up
• Ability to work effectively and positively under pressure.

Essential Behavioral Competencies

• Decision-making and Judgement
• Integrity
• Analytical Thinking
• Problem Solving
• Action Oriented
• Teamwork and collaborative
• Interpersonal Skills
• Resilience and Stress Tolerance
• Assertiveness
• Good Written and Verbal Communication
• Customer Service Orientation

Qualifications and Experience:

• IT qualifications in one or more core desktop applications
• IT qualifications in one or more core infrastructure platform
• Relevant IT qualifications: In one or more core desktop applications & one or more core infrastructure platforms
• ITIL Qualification would be advantageous
• A+ / N+ Qualification
• MCSE Qualification would be advantageous