It Support Bellville, Western Cape - Bellville
BOSS Professional Services Ltd
Dedicated On site Support for Contact Center users. To support End users at the Contact Center and to ensure maximum uptime and productivity for all users(Minimum downtime/impact for users as a result of IT issues and requests within SGT's control). Responsible for the timely and effective response to IT user queries and problems. Core responsibilities: Assist users with day to day IT issues Provide constant feedback regarding progress of SGT related issues, request and escalations to end-users Assist to get new users operational Troubleshooting Application issues including MS Teams and MS Office Escalating issues that cannot be resolved timeously Assisting users to Log SRS and Incidents (CA & Jira) Concluding incidents on the CA and SRS system Provide update on Jira calls if needed Provide Remote support for WFH users Coordinating with third parties and Internal SGT teams First line Telephony support Managing and supporting incidents logged within SLA agreements Provide feedback on outstanding Open incidents and requests logged on CA Coordinating major Incidents and assist SGT IM during Major Incidents reported Assisting and implementing projects as required Providing First Line Support diagnosis and support for Output Device services Ad Hoc Reporting Good people management skill Problem solving skill Time management - prioritizing important issues Be able to work under pressure Excellent communication skills(Verbal and Written) 2 – 3 Years experience in an IT Service Desk environment Background in IT Services with an emphasis on Service Management Call Center Support experience will be advantageous Sound knowledge and experience of ITIL practices. Understanding of client Applications and Business processes will be advantageous Understanding and experience in Avaya Call Center Telephony Personal Attributes Interpersonal savvy - Contributing dependently Decision quality - Contributing dependently Action orientated - Contributing dependently Optimises work processes - Contributing dependently Permanent role with company benefits.
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