Service Desk Engineer at Telesure Investment Holdings (TIH)

JOB PURPOSE

Contributes to the organisational goals by delivering an efficient IT desktop service by supporting and resolving operational issues and suggest improvements within the parameters of the IT capabilities.

RESPONSIBILITIES

User Support

• Provide first-line hardware, software, and end-user support as required and in line with documented procedures and service level targets to support the business effectively.

Information and Business Advice

• Respond to queries from internal or external customers or suppliers by providing information, referring more complex issues to others.

Customer Service

• Carry out standard customer service activities and handle simple customer enquiries in a timely manner.
• Client & Customer Management (Internal)
• Ensure a positive experience for internal clients by having courteous interactions with them.

User Support

• Provide first-line hardware, software, and end-user support as required and in line with documented procedures and service level targets to support the business effectively.
• Information and Business Advice
• Respond to queries from internal or external customers or suppliers by providing information, referring more complex issues to others.

Customer Service

• Carry out standard customer service activities and handle simple customer enquiries in a timely manner.
• Client & Customer Management (Internal)
• Ensure a positive experience for internal clients by having courteous interactions with them.

Operational Compliance

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Solutions Analysis

• Assess compliance with established standards and protocols for routine enquiries.
• Work Scheduling and Allocation
• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Unlock your greatness & be unstoppable

Requirements

GENERAL EDUCATION

• Matric / Grade 12/ SAQA Accredited (Essential)

GENERAL EXPERIENCE

• 2 years’ service desk support experience within a medium to large corporate (Essential).