Technical Support Specialist at HR Advance

KEY RESPONSIBILITIES:

• Assist in providing both physical and remote support to Service Desk Agents, 2nd Level Experts and 3rd Level Experts
• To provide efficient and effective customer service
• Provide physical 1st level support and diagnostics, assisting the Service Desk Agent’s (SDA’s), 2nd Level Experts’s (2LE’s) and 3rd Level Experts (3LE‘s)
• Perform 1st Level Diagnostics in cases where the SDA‘s cannot
• Assist with answering the phone during busy or peak periods and after hours in a professional manner.
• Provide remote support to the SDA’s
• Fulfil the role of SDA (IC as well) during busy / peak periods after hours and over weekends
• Build new workstations, laptops, printers and any other required hardware configuration that is not covered by other contracts
• Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration
• Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts
• Restore operating systems on workstations and laptops including Fids machines.
• Conduct Fids rounds according to the agreed schedule to ensure effective operation of the Fids Infrastructure
• Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed
• Ensure that entries captured into ITSM are accurate paying particular attention to the description, journal entries and resolution fields
• Ensure attention to detail when selecting the correct Services, categories and sub categories
• Provide regular and timeous feedback to customers, SDA’s and 2LE
• Ensure adherence to all company policies, process, standards and procedures
• Ensure compliance to IT security standards and best practice
• Respond timeously to customer queries and always provide feedback
• Actively find ways to improve customer service
• Provide customer service as per agreed SLA’s and/ OLA’s
• Constantly ensure that reference numbers are provided to customers / users when logging an incident
• Consistently conduct oneself in a professional, polite and technically sound manner
• Constantly speak coherently utilizing telephone etiquette techniques
• To part-take – in some cases lead – the relevant processes and supporting documentation relating to the quality system
• Understanding and following the procedures and standards of the ISO 9001:2015 quality system
• Maintaining the high standard of documentation with the QMS boundaries
• Ensures all relevant output documentation is saved and archived as per the standards
• Identifies areas of improvement where relevant