Junior EUC Support (JHB Illovo) at BDO South Africa

Primary Purpose of the Job

• The Junior EUC Support will be expected to deliver quality services in accordance with the ICT ITIL Framework and BDO Strategy. Adhere and comply with the National ICT service strategy also aligns with best practice disciplines, governance, ethics, risk standards, policies, and compliance for the firm.

Main Duties and Responsibilities

• Deliver services and support in line with the defined National ICT service catalogue.
• Solve complex end-user/VIP related Incidents. 
• Ensure Service Delivery within SLA criteria, to resolve and escalate where required. 
• Document technical knowledge articles.
• Ensure all business requests are delivered in the most effective way (reduction in incidents/rework).
• Continuous improvement to meet the level of required efficiencies and agreed SLA (processes, systems, delivery).
• Perform Proactive end-user machine maintenance.                                                                
• Effective administration of incidents, requests and problem related requirements.       
• Provide related service feedback to the management team and leadership – report- repeat incidents/problem areas/proactive trends.
• Troubleshoot and install hardware and software.
• Troubleshoot and install mobile phones and tablets.
• Provide orientation to new users of existing technology.
• Train staff about potential uses of existing technology
• Provide recommendations about accessing information and support.
• Maintain an up-to-date and accurate inventory of all technology hardware, software, and resources, and ensure the installation checklist remains current.
• Make recommendations about purchase of technology resources.
• Research current and potential resources and services.
• Install and maintain workstations.
• Provide network accounts and passwords as required.
• Monitor security of desktop technology.
• Identify and prepare hardware for disposal when appropriate.
• Ensure hardware is stripped and secured before disposal.
• Setup and support of client meeting rooms

Requirements
Qualifications/Recognition of Prior Learning equivalent

• A+, N+, ITIL V4
• NQF Level 6 IT related Qualification or higher in Information Technology. 

Work Experience          

• Minimum 3 years in a Corporate IT team providing end-user support.

Knowledge

• Office 365 support
• Audio and Visual boardroom solutions support
• Support of ERP and CRM tools
• Microsoft Security Multi-factor authentication (MFA)
• Intune Company Portal

Competencies: Technical & Behavioural

• Technical Competencies          
• SysAid ITSM Tool
• TeamViewer remote connectivity platform.
• Ability to troubleshoot network issues - LAN Routing and Switching troubleshooting (VLANs, IP Subnetting, DHCP, DNS)
• Basic Mimecast administration
• Nexthink: Digital Employee Experience Management Software
• Active Directory administration
• Attention to Detail

Behavioural Competencies

• Holistic and Logical Thinking
• Disciplined
• Flexible/Dependable
• Proactive Personality
• Must be a team player
• Attention to Detail