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  • Posted: Apr 22, 2021
    Deadline: Not specified
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  • BDO helps a diverse range of clients with different needs. This is especially true of our Advisory Practice, which provides transaction, risk, wealth advisory, company secretarial, and HR services to clients navigating a range of challenges, changes, and opportunities. Our professionals are from a variety of multidisciplinary backgrounds, allowing us to del...
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    IT Service Coordinator

    Specification    
    The IT Service Coordinator will be inter-alia responsible for:

    • Assist the National ICT Service Manager with day-to-day business and customer requirements.
    • Be first point of contact with the customer at the Service Desk or once completion of a Service Record has taken place answering queries accurately and consistently ensuring customer satisfaction.
    • Present a polite, diligent, positive and professional attitude at all times - demonstrate support/process knowledge and build customer confidence.
    • Drive and act with urgency amongst the support team members.
    • Work diligently within the parameters of BDO SA Policies, Service Management processes and Procedures.
    • Activity engage with users to ensure that logged Service Records contain the correct level of detail to ensure quick resolution by IT Administrators.
    • Manage customer expectations through clearly explaining the situation, next steps and potential outcomes.
    • Ensure consistent feedback to the customer through System workflows and active engagement.
    • Take ownership of queries, resolving routine non-complex issues individually and escalating more complex issues to the Support Team.
    • Schedule work for IT administrators and ensure personal diaries are used for efficient planning.
    • Liaise IT Administrators and monitor the progress of assigned work and ensure SLA adherence and customer satisfaction.
    • Submit daily, weekly and monthly service management reports.

    Requirements    
    Qualifications:

    • A+, N+, Server+, ITIL V3/ITIL V4
    • NQF Level 6 or higher IT related qualification
    • MCSE: Cloud Platform and Infrastructure, MCSA: Windows Server is desirable but not required

    Experience:

    • 3 years Supervisory roles in a Support Team /Service Desk
    • 6 Years in a Support role with an end user base not less than 1000 users
    • Support Experience in Baking or Financial services industry sectors
    • Experience with Supporting Office 365 suite.
    • Active Directory administration
    • Basic knowledge of Windows Server (2008 and 2012)
    • Audio and Visual boardroom solutions support
    • Skype for business 2015 Support
    • Ability to troubleshoot network issues - LAN Routing and Switching troubleshooting (VLANs, IP Sub netting, DHCP, DNS)
    • Basic Mimecast administration
    • Experience supporting ERP and CRM applications
    • Printer Support and supplier management
    • A strong working knowledge of Dell end-user computing hardware.
    • An excellent working knowledge of ITSM tools and workflows.
    • Experience with managing end-user assets.
    • Experience with processing IT expenses.

    Skills Required:

    • Excellent problem-solving skills - Ability to breakdown complex problems into logical pieces.
    • Good organisational and time management skills - ability to handle multiple work streams.
    • Exceptional Communication (Written and Verbal) and Interpersonal Skills - People-oriented - enjoys interacting with people, good customer service ethics, people skills and comfortable dealing with customers in both positive and difficult situations.
    • A strong working knowledge of Microsoft End User Computing, Networks and dependencies.

    Advantageous Skills:

    • SDI ServiceDesk Analyst (SDA)
    • KANBAN methodology

    Personal Attributes:

    • Resilient and Adaptable with the ability to work under pressure.
    • Dependable and reliable
    • Detail-oriented – but not losing sight of the bigger picture.
    • Achievement oriented - enjoys achieving results

    The appointment will be made in terms of the Firm's Employment Equity Policy.
    Only short-listed candidates will be contacted.

    go to method of application »

    Senior IT Administrator

    Introduction    
    At BDO, we believe in investing in our people to help them grow, both professionally and personally. The foundation of our business is strong relationship, with colleagues, clients and other stakeholders and we work hard every day to make this a reality. Our commitment is to create unlimited growth by giving our people continuous opportunities and our client's unparalleled support.

    BDO’s global organisation extends across 167 countries and territories, with 88,120 people working out of 1,617 offices – and we’re all working towards one goal: to provide our clients with exceptional service. Our firms across the organisation cooperate closely and comply with consistent operating principles and quality standards.

    BDO South Africa has an exciting opportunity Senior IT Administrator to join the ICT department in Johannesburg office.
    The main responsibility is service delivery execution in accordance with the ICT ITIL framework and BDO strategy. Adhere and comply to the national ICT service strategy. Align with the best practise disciplines, governance, ethics, risk standard, policies and compliance for the firm.
    Job Functions    Information Technology
    Industries    Accounting & Auditing
    Specification    
    The Senior IT Administrator will be inter-alia responsible for:

    • Delivering services and support in line with the defined National ICT service catalogue.
    • Solving complex infrastructure related Incidents.
    • Planning and performing complex system configuration.
    • Ensure service delivery within SLA criteria to resolve and escalate where required.
    • Documenting technical specifications, configurations and processes
    • Performing daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application event logs, and verifying completion of scheduled jobs such as backups and service related runbooks.
    • Ensuring all business requests are delivered in the most effective way (reduction in incidents/rework)
    • Be knowledgeable of and diligently engage within the Change Management framework to reduce incidents
    • Continuous improvement to meet the level of required efficiencies and agreed SLA (processes, systems, delivery)
    • Effective administration of incidents, requests and problem related requirements
    • Assisting the business to log incidents and requests, entrench and actively share standard process and technical knowledge
    • Providing related service feedback to the management team and leadership - report/repeat incidents/problem areas/proactive trends
    • Acting as an escalation point and mentor to junior staff
    • Executing and maintain proactive capacity and availability management exercises
    • Daily infrastructure monitoring and follow incident response procedures

    Requirements    
    Qualifications:

    • MCSE: Cloud Platform and Infrastructure, MCSA: Windows Server
    • A+, N+, Server+, ITIL V3
    • NQF Level 6 IT related or higher
    • CCNA, CCNP, MCSA:SQL is desirable but not required

    Experience:

    • Minimum 5 years in a Corporate IT team managing and maintaining IT infrastructure.
    • Experience in the creation and maintenance of technical documentation, reporting, service and change management requests. Sound knowledge of ITIL principles.
    • Data Analytics, Power-bi reporting and dashboard creation.
    • Advanced knowledge of Windows Server (2008 to 2016).
    • Managing server virtualization technologies (Microsoft Hyper-V standalone and Failover Clustering, Nutanix, hyper-converged Infrastructure).
    • Working experience on the entire System Centre Suite (SCCM, SCOM, SCSM, Orchestrator).
    • Microsoft Exchange (2013 to Exchange Online) setup, administration, and configuration.
    • Group Policy design and configuration.
    • Mimecast administration.
    • Skype for business 2015 on premise management.
    • Wireless networking configuration, administration, support, and troubleshooting.
    • LAN / WAN design, configuration, support, and troubleshooting (MPLS, IPSEC, VLAN, subnetting, DHCP, DNS).
    • Active Directory administration.
    • Infrastructure Backups (CommVault, Veeam, Redstor, Cibecs, Rubrik).
    • Strong knowledge and working experience on backend storage solutions.

    Skills Required:

    • Microsoft System Centre 2016 Suite
    • Storage Solutions
    • Windows Server 2008 – 2019
    • Skype for Business 2015
    • Skype and Teams online
    • Office365 and Microsoft Azure (advanced)
    • Microsoft active directory, DNS, DHCP, GPO
    • Networking (WAN, LAN, wireless)
    • Good organisational and time management skills
    • Excellent communication and interpersonal skills
    • Strong reporting and documentation skills

    Advantageous Skills:
    Knowledge and experience working with the Kanban methodology
    Scripting (PowerShell and Visual Basic)
    Process automation (System Center Orchestrator, Kofax)
    Firewall monitoring and configuration (Palo Alto)
    Sound knowledge of IT Security principles
    SQL database administration

    Personal Attributes:

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

    The appointment will be made in terms of the Firm's Employment Equity Policy.
    Only short-listed candidates will be contacted.

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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