IT Technician: KZN - ATS - Internal Client Services at Deloitte

Job Description

Main Purpose of Job

• The primary focus is to provide 1st and 2nd line technical support in a client facing environment in order to achieve high levels of customer satisfaction.
• 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.

Principal Accountabilities

• Logging Incidents/Requests
• Provide desk-side support as assigned from the Service Desk
• Deliver a professional and consistent level of service that provides resolutions within agreed deadlines
• Promote an environment where the business receives outstanding client service
• Assist with Support documentation review and revision
• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT
• Work collaboratively with Service Desk and support teams
• Undertake service analysis, proactive service monitoring or project activities as assigned
• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and solutions articles as support tools for other support staff
• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents
• Available as per the afterhours support schedule
• Acting as a point of escalation for support queries from more junior Technicians which are beyond their technical capability
• Identify and take part in initiatives to improve the quality and effectiveness of the department.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IT Services team.
• Identify problem trends to management and possible actions to assist with process improvement.
• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
• 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%)
• Logging system detail

Provide Walk up Support, including but not limited to:

• Computer set-ups
• Computer hardware repairs
• Printing
• Asset Management
• AV/VC Support
• Local Software support
• Network cabling

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
• User connectivity
• Immediacy and resolution

Operational Effectiveness

• Works collaboratively with ATS 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
• Assists team members as required
• Remains aware of risk in area of expertise in alignment with Deloitte policies and processes
• Assists users through transfer of knowledge on MS Office Suite, IT processes and procedures

Development/Growth of Team

• Actively works to address identified development areas
• Cultivates ability to give effective development feedback both upwards and to peers

Budgets/Profitability

• Effective use of time, equipment and resources

Qualifications

Minimum Requirements:

• Grade 12 / Matric: Essential
• CompTIA A+ and/or CompTIA N+: Essential
• MS Office – Intermediate - Advanced: Essential
• MCP / MCSA: Desired
• MCSE: Desired
• CompTIA Security+: Desired
• ITIL Foundation: Advantageous
• Comptia Project+: Advantageous
• IT Related B-Degree: Desirable

Minimum Experience & Technical Competencies:

• 4 years general IT support experience
• Experience preferably within large corporate
• Mobile platform support
• Printer Hardware / Drivers
• Audio visual
• Specialized local office applications
• Enthusiastic and Interested in the IT field
• Understanding and proven ability to support IT end users
• Clear, courteous telephone manner
• Excellent verbal and written communication skills
• Task prioritization
• Self-motivated
• Team player
• Work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests
• Proactive and resilient
• Ability to handle pressure situations
• Ability to prioritize tasks with different levels of impact and urgency
• Ability to work unsupervised
• Encourage interaction
• Support customers on all levels via email, phone and IM
• Strong technical knowledge
• Good analytical skills
• Attention to detail
• Work independently
• Troubleshoot, diagnose and resolve most requests received
• Detail oriented and able to effectively and accurately document technical issues and requests
• Report writing skills
• Presentation skills
• Confident
• Working knowledge of networks, IT infrastructure and application
• Tech Savvy
• Good troubleshooting skills
• Passionate about technology

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