X2 Senior Service Desk Operator at Datacentrix

Qualifications and Experience:

• Relevant Diploma or degree in Computer Science or Information Technology
• 5 years of related experience
• Certifications, such as ITIL, CompTIA A+, or relevant technical certifications
• ICDL, Microsoft Office Specialist.
• Solid understanding of computer systems, networks, hardware, and software applications
• Computer skills (MS Office suite)
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.
• Exceptional customer service skills and a strong commitment to providing a positive user experience.

Roles and Responsibilities:

• Act as the primary interface between the user community and the support staff
• Provide telephone support as far as possible before escalating the problem to a qualified support technician
• Schedule and prioritize support calls for attention by the most appropriate support technician
• Escalate problem situations as appropriate
• Provide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team members
• Research, resolve, and respond to complex support requests
• Empower customers so that they can make more effective use of the ICT services available to them
• Participate in team projects that enhance the quality or efficiency of the ICT ServiceDesk
• Contribute solutions to the resolution database
• Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customers
• Provide technical assistance and support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and application errors
• Diagnose and resolve technical problems in a timely manner, escalating more complex issues to the appropriate support teams, if necessary
• Install, configure, and maintain computer hardware, software, and peripheral devices, ensuring compatibility and adherence to organizational policies and procedures
• Recommending the procurement and licensing of software
• Assist with the identification of licensing risks
• Provide input to the technical team around preferred software
• Contribute to the development and implementation of ICT policies, procedures, and standards to ensure consistent and efficient service delivery
• Stay up to date with emerging technologies, industry trends, and best practices in ICT support to continuously enhance technical skills and knowledge
• Measure and monitor user satisfaction indicators and highlight any issues of concern
• Perform random customer satisfaction surveys
• Teach or assist with training courses
• Test training and competency testing material
• Participate in evaluating new training and competency testing material
• Develop and coach colleagues
• Lead and assist other ICT ServiceDesk staff with support requests
• Perform a quality assessment on ServiceDesk calls
• Relevant operational reports as and when required
• Research and implement best practices