Help Desk Support Specialist JHB - Northern Suburbs - South Africa
ManpowerGroup SA
Reference: CPT002517-AK-1 Our client who is a leader in the Legal sector is looking for an experienced software support specialist to join the IT Department. The ideal candidate needs to have a strong Office 365 background and advanced skills in MS Word Responsibilities: End-User Support Handle user requests via the Helpdesk system, telephone and e-mail Provide timely and professional assistance to end-users Guide end-users through step-by-step solutions or provide clear instructions to help them resolve software issues Problem Analysis and Solving Ability to quickly assess and resolve issues during a user's phone call. Analyse and gather information about software issues Research and identify solutions to software issues Test and replicate reported issues to verify their existence and determine the best course of action and resolution Understand the importance of company templates and formatting processes Transfer of knowledge Transfer application knowledge effectively and timeously to end-users and team members Training On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant (Practice Management Software) General Assist HR with operations staff skills audits Provide guidance on best practices for software maintenance and updates Communication (end users and team members) Ask relevant questions Communicate clearly and effectively with both technical and non-technical end-users, translating information into understandable terms Keep end-user informed about the status of their reported issue/s and expected resolution times Collaborate with the team to escalate complex issues that require further investigation Good understanding of the business needs and the IT service delivery requirements Follow company and IT procedures and security policies Experience, Skills and qualifications: Very good understanding of Office 365 products Advanced MS Word skills – including templates, styles and macros Excellent command of written and spoken English Strong working knowledge of IT Active Directory User training experience (MS Word, iManage) Minimum of 5 years legal experience in an IT Helpdesk capacity (non-negotiable) Only candidates with Legal Sector experience will be contacted. If you dont have legal experience, please dont apply iManage skills will be an advantage Basic SQL skills will be an advantage Please note only shortlisted candidates will be contacted R 500000 - R 550000 - Annually
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