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REQUIREMENTS/ QUALIFICATIONS: Own Vehicle and drivers licenseMinimum Microsoft Azure Administrator (AZ-104)CCNA / Fortigate NSE4 (Advantageous)Strong documentation skills and deadline drivenMinimum 5 years working in an IT Service Desk environment DUTIES AND RESPONSIBILITIES: Provide 2nd line remote desktop and server support to multiple SLA clientsCustomer centric, provide telephonic and email technical support in a professional manner.Identify and provide proactive client management strategies, processes, and proceduresProvide networking and storage support.2nd line Active Directory, O365 Exchange, Intune, and Azure administrationMonthly Server maintenance across all SLA clientsVOIP and Wi-Fi support and administrationIn-house and 3rd party application support2nd line technical resource for IT Projects, highly organised and able to be self-sufficient.Contribute to identifying growth opportunities initiativesDesign, document, implement, manage, and report on processes, procedures, and policiesPlease note that if you have not received a response within 14 days of submitting your application that your application was unsuccessful.
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2y
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REQUIREMENTS/ QUALIFICATIONS: Drivers license Minimum 3 years Field Service experience Minimum N+ certification or equivalent and hands on experience Excellent communication and reporting skills Good technical and troubleshooting skills CCNA | Microsoft 365 | Fortigate NSE qualification or equivalent (Advantageous) DUTIES AND RESPONSIBILITIES: Manage the daily operations of the IT Service Desk and/or client deployed to. Provide onsite support troubleshooting hardware and software issues Provide 1st and 2nd level desktop, networking, and application supportEnsure that all allocated SLA requirements are escalated timeously and adhered to. Examine and ensure that all infrastructures remain functional with minimal downtime Identify potential risk areas and raised to the Field Service Manager Ensure all allocated project work tasks delegated meet allocated deadlines Be able to provide additional after-hours remote support from time to time Identify and provide proactive client management strategies Identify potential risk areas and ensure that these are flagged to the Field Service ManagerLiaising with 3rd parties, suppliers, and vendorsEnsure quality control is in place for all work that is generated by the IT department Create and manage processes to optimize performance within the IT department Deliver national client support services as required Identify cost saving opportunities and initiatives for the Company and its clients Identify growth capability and project opportunities (Presales) Please note that if you have not received a response within 14 days of submitting your application that your application was unsuccessful.
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2y
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A dynamic Managed IT Services Provider in Durban seeks technically strong and ambitious IT Desk Technician. Your role will be to schedule callouts, site visits and provide emergency support to customers in a customer facing and highly visible role as part of the job function. Based on the information provided in the support tickets the Field IT Technician will either accept and resolve the incident or identify it for escalation to the relevant team for resolution. In addition, the candidate will assist with the sales cycle and other support where required.Duties:Handling responsibilities – Review all assigned tickets and ensure scope is present in ticket and is clearly understood.Request clarification if anything is unclear.Correctly log incidents, categorising and prioritising them while ensuring to have a clear understanding of the problem.Monitor assigned tickets to ensure no scheduled callouts or visits go unnoticed.Effectively manage customer expectations with timeous updates, clear telephonic communication and direct updates to the clients’ nominated point of contact throughout the support process.Co-ordinate all scheduled activities with the Service Co-ordinator.When no callouts are scheduled the Field IT Technician will be required to assist other areas in clearing ticket queues.Sign off’s always to be obtained and notes reinterred into the ticketing system.Effective log time and mileage.Proactive Tasks - Complete routine proactive maintenance where needed.Maintain and develop own knowledge and skills to assist with first time fault resolution.Communicate critical site issues to the company’s Account Management team when and as needed.Teamwork - Collaborate with the team to ensure that tickets are closed timeously, and queues are not unwieldy.Attend monthly team meeting with team and be prepared for queries on tickets.Update the company Knowledgebase and Documentation as information is gained or where needed.Customer Relationship Management - Promote and represent the company’s brand and values at all times.Respond to clients’ requests as quickly and efficiently as possible.Drive the development of strong relationships between company and its clients at all times.Contribute towards client satisfaction wherever possible.Take every opportunity to help colleagues delight clients at all timesAssist Sales Team where required and escalate sales opportunities by recommending technical resolution where issues are systemic or chronic.Additional Responsibilities - Identify areas for improvement and make constructive suggestions for change.This job description is not exhaustive and may be subject to change depending on business requirements.All works to be completed as set out by Ways of Work provided.Requirements:Qualifications – Grade 12 Senior Cert
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2y
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A leading fashion retailer is looking for a Business Analyst to join their IT department at their head office in Salt River, Cape Town. The successful candidate will be responsible for providing ongoing application and functional support to all business users.
* Work with business users, IT support teams and suppliers, to manage and effectively resolve business systems- and process application problems
* Timeous resolution of ERP problems/queries
* Escalation management (internal & external)
* Liaison between business & IT service desk
* Provide relevant feedback to the business
* Assist in translating business/user requirements/processes into a system design
* Collaborate with all key stakeholders, including development teams, to understand business requirements
* Co-ordinate user acceptance testing
* Create test plans
* Perform/assist with system testing and feedback results
* Document & assist with training of new business initiatives or -changes to existing systems or processes
* Engagement with software vendors
* Minimum 3 years relevant experience as a Business Analyst
* Good knowledge of IT business systems
* Functional and Technical support experience on ERP systems, preferably in a Dynamics Navision environment
* SQL skills advantageous
* Strong customer service focus
* Strong analytical skills
* Good problem-solving ability
* Process thinking ability
* Teamwork
* Good interpersonal skills
* Strong and effective verbal- and written communication skills
* Minimum 3 years relevant experience as a Business Analyst
* Good knowledge of IT business systems
* Functional and Technical support experience on ERP systems, preferably in a Dynamics Navision environment
* SQL skills advantageous
* Strong customer service focus
* Strong analytical skills
* Good problem-solving ability
* Process thinking ability
* Teamwork
* Good interpersonal skills
* Strong and effective verbal- and written communication skills
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2y
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IT service provider with head office in Randburg is looking for a Technical consultant.
* Resolves technical problems that originate by telephone in a call centre/help desk environment.
* Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
* May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
* Provides technical support to users for either PC, server or mainframe applications and hardware.
* Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
* Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
* Maintains a troubleshooting tracking log ensuring timely resolution of problems.
* Recommends systems modifications in order to reduce user problems.
* End to end management of support tickets, ensuring accurate and timely information recorded
* Receive and log all requests and incidents
* Manage all e-mails, response times and resolution times according to SLA
* Ensure quality closure of desktop and related incidents, requests or projects within SLA
* Install, configure and support all Microsoft desktop and server operating systems.
* Install, configure and support all Microsoft and other application software (desktop and server).
* General hardware troubleshooting (desktop and server).
* General troubleshooting on all IT related equipment.
* Respond to and resolve support calls via remote connection (desktop and server).
* Assist customers telephonically.
* Remote administration of servers and workstations.
* Compile desktop and server configuration documentation for client sites.
* Execute orders and follow up service and repairs with external suppliers.
* Identify possible risks or problems and escalate to senior engineers.
• Bachelor’s degree or MCSE/MCSA
• Minimum of 2 years of relevant experience, or an advanced degree with a minimum of 1 year of relevant experience
R20 000,00 to R23 000,00 depening on experience.
• Bachelor’s degree or MCSE/MCSA
• Minimum of 2 years of relevant experience, or an advanced degree with a minimum of 1 year of relevant experience
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2y
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As an L1 IT Support Specialist, youll be responsible for supporting the companys network infrastructure. You will troubleshoot and resolve issues that arise on servers and workstations
Receive requests to assist users with IT hardware and software problems and setups
Prioritize the nature of the problem and schedule corrective action
Investigate the problem, identify and implement the solution as quickly as possible taking into consideration the urgency of the problem
Install new software systems
Provide infrastructure as necessary
Provide support to the team as required
Keep updated with new technology developments and trends
Update calls on service desk application to meet SLA times
Escalate faults to next tier support
IT asset tracking and documentation
Test patches and security updates (e.g. in partnerships with Central)
Provide basic network support
Assist with project tasks and rollouts
Train users on new technologies rolled out
Perform tasks as per security incident response plan
Perform after-hours standby support.
*Monitor Printers*
Monitor printers and toner levels daily
Ensure printers are online and resolve issues within SLA
Escalate and handover faults IT Support Technicians
Follow-up on calls logged with service providers
Prioritize the nature of the problem and schedule corrective action
Ensure availability of printers to meet SLA
*Daily Checks*
Inspect server rooms daily and report any issues
Inspect meeting rooms, test all equipment and resolve issues or report to the team
Complete daily checks on systems i.e., internet links, etc.
Resolve or escalate and report on issues
*Commercial Requirements for the service provider*
We as the customer, the business requirement is IT services, not just one assigned temp worker.
The requirement is onsite IT services as per the office hours.
No disruptions will be permitted to our daily business operations due to an assigned temp workers unavailability. A replacement should always be available to make sure business continuity is maintained.
The service provider should offer technical support of a Senior IT Specialist if the assigned temp worker is struggling technically because our business requirement is a fully functioning IT service.
* Bachelor’s degree in Computer Science, Information Technology or related field required
* Minimum of 3 years of recent experience in a technical support role
* Bachelor’s degree in Computer Science, Information Technology or related field required
* Minimum of 3 years of recent experience in a technical support role
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2y
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We are seeking an ERP System Software & Hardware Engineer for our client in the Automotive Industry in Johannesburg.
Job Description:
Assist with ongoing maintenance of existing software products and to participate in the development of new and enhanced ERP system products and solutions
Work closely with various team members to use and enhance support tools, learn effective troubleshooting techniques, and increase product knowledge
Communication and problem-solving skills to deliver support services for business applications
SAP
The successful candidate for the role will be responsible for the following systems/apps (but not limited):
Evolve
Xperteck
Providing application support to users Answer, Identify issues, and Provide suggestions and long-term solutions
To provide proactive support to internal staff, and external customers:
Analyse recurring incidents on the service desk and solve through interaction with key stakeholders
Investigate and analyse system issues to determine the cause of issues and appropriate corrective action
Provide system knowledge and consultancy for divisional and cross-divisional projects ensuring that business process requirements are met, and best practice is achieved
Pre and post-information systems implementation, and support with process owners
Contribute to the Help Desk knowledge base, Add quality articles relating to Problem Resolution about new, and existing projects, types, and Sub Types
Review and recommend continuous improvement of the systems and support processes
Document technical information and processes for existing and newly developed functionality to provide suitable and up-to-date system support
Maintain data quality and integrity within the system
Ensure all critical services/systems are monitored
Provide clear, professional, informative, and appropriate communication to colleagues, customers, and suppliers
Carry out system maintenance tasks and processes to agreed schedules
Supplier management: Manage relationships with approved suppliers
1st/2nd level support
Log calls
Assign priority to calls low, medium, urgent, high, critical
Update the system in real-time
Problem analysis – identify recurring problems and report in weekly meetings Alert Management
Use and update the knowledge base of the system
REQUIREMENTS
Diploma / Certificate in Information Technology: System support or similar
Solid experience in supporting and maintaining production computer systems in a customer-facing support environment of at least 5 years
Experience in database systems, reporting, and query tools
Excellent written and verbal communication skills at all levels of the business with technical and non-technical staff
Effective time management skills and ability to prioritize work a
SECTOR: Automotive
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93ZWJhcHAucGxhY2VtZW50cGFydG5lci5jb20vd2kvYXBwbGljYXRpb25fZm9ybS5waHA/aWQ9c3RhZmZzb2xzJnZhY2FuY3lfcmVmPUUuTDAwMTg1Mi9BSw==&jid=1781656&xid=E.L001852/AK
2d
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*Description:*
End User Computing Networking Engineers provide a service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore services to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions.
The Network Engineer focuses on first line support for standard and low complexity incidents and maintains the Networking environmental and monitoring equipment.
*Monitor infrastructure *
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
*Identify problems and errors *
The Network Engineer identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
*Ensure resolution of incidents and requests *
They investigate first line support calls assigned to them and identify root cause of incidents and problems. They ensure that efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product request and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution with the service level conditions.
Where necessary, they escalate requests and exceptions to the 2nd line support team.
They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
*Incident management *
When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing and escalating the support calls. They also provide telephonic support to clients where required.
They update incidents with progress and resolution details.
*Shift management *
Network Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.
*Reports *
Network Engineers are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and shortcomings in the current processes an
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2y
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Established in 2013, Systemology is a Level 1 BBBEE IT Managed Services, Sales and Support Company. Systemology is based in Cape Town, South Africa; through our network of partners, we provide a complete ICT Managed Solution Service, which supports businesses through each stage of the various ICT Lifecycles. We provide various types of ICT support services from remote support, onsite support, or hybrid Support for both Microsoft and Apple Mac environments. We provide help desk, network, and communication solutions right up to the complete outsourcing of the ICT function.
We are looking for a ROCKSTAR Business Sales Agent in Cape Town. If you think you have what it takes to make a huge success in the IT Sales arena, then we want to hear from you!
Please reply via email only.
Experience and Qualification:
* Minimum 5 years’ experience in IT technical sales. Experience in any of these will be advantageous: Hardware, Software, fibre to the home and fibre to the business.
* Must have experience in selling IT Hardware and Microsoft Licensing. *Non-Negotiable*
* Have a good understanding of the businesses' products or services and be able to advise others about them.
* Matric
* Sales Qualification or Certificate. *Non-Negotiable* (Attach supporting documents)
Duties:
* Primary Focus: Obtaining new business.
* Research and identify new business opportunities - including new markets, growth areas, trends, customers, partnerships, products, and services - or new ways of reaching existing markets
* seek out the appropriate contact in an organisation.
* Generate leads and cold call prospective customers.
* Meet with customers/clients face to face or over the phone.
* foster and develop relationships with customers/clients.
* understand the needs of your customers and be able to respond effectively with a plan of how to meet these needs.
* think strategically - seeing the bigger picture and setting aims and objectives to develop and improve the business
* work strategically - carrying out necessary planning to implement operational changes
* Draw up client contracts or agreements.
* As the business grows, ensure staff are on board throughout the organisation, and understand the need for change and what is required of them.
* liaise with the warehousing and logistics departments as appropriate.
* seek ways of improving the way the business operates.
* Develop business processes to service the customers more efficiently.
* keep abreast of trends and changes in the business world
* help to develop and plan sales campaigns.
* create a sales pipeline.
* negotiate pricing with customers, and suppliers in some cases.
* increase sales of the business.
* carry out sales forecasts and analysis and present your findings to senior management/the board of directors
* develop the business sales and marketing strategy.
3d
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Description: A new and exciting opportunity has arisen in Europe’s leading independent provider of IT infrastructure services. We are looking for a Problem Manager within the newly formed Proactive Insights Team within the BP&O Optimisation Department.
The Proactive Insights Team main objective is to issue prevention, automation or to reduce effort for Computacenter and our customers. This is achieved by using ITIL proactive problem methodology, enhanced tooling, and robust processes.
Requirements:
As a Proactive Problem Manager, you are required to:
Be enthusiastic and drive a proactive, pre-emptive and automation culture, focused on reducing reported Incident volumes as well as system events and improved user experience.Have a good understanding and experience of using ITSM tools to facilitate Problem Management.Be responsible for managing and prioritising your own workload and identifying successful proactive Problem opportunities.Drive root cause analysis for the Problems opportunities identified towards issue removal, automation, and effort reduction, in line with the defined Computacenter Problem Management process using ITIL framework.Produce high level reporting and business updates to both Computacenter and our customers, which Cleary define the value added from the service.Maintain a proactive Problem tracker and ensure all Problem opportunities are documented in the ITSM toolsetBuild and maintain relationships with key operational teams such as, Reactive Problem management, Delivery Leadership, Service Desk, Remote Desktop Services, Technical teams, Automation team and all functions within Optimisation.
Qualifications/Experience/Sills:
Experience of ITIL framework, preferably with prior exposure to Problem Management and Incident Management rolesIntermediate skills using Microsoft Word, Excel and Outlook with previous exposure to Teams and SharePoint desirableWorking knowledge of Service Now and BMC Remedy ITSM toolsExposure or knowledge of data analytic tools such as Power BI and NexthinkDesire to expand abilities in data analysis and proactive problem solving.Ability to deliver successfully within predefined timescales.A self-starter, who can take the imitative but also able to collaborate within a team.Excellent verbal and written communication ENGLISH & GERMAN with the ability to pitch communications (verbally and written) for different audiences.Effective time management, organisational and workload management skills to ensure delivering work is not effected by the volume of work or conflicting priorities.Ability to present in a professional and business-like manner to internal and external customersAbil...
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4d
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GERMAN & ENGLISH - Bilingual position
Brief Job description
Provide 1st level technical supportService restorationFulfilment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systemsFollow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed proceduresExecutes transactions as per prescribed timelines
Requirements
Analytical and Problem solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountability
Quickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for BusinessExperience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.Basic networking knowledge
Time Management Skills
Being proactive and show the utmost respect for customer’s timeGood time management, ensuring all contacts with customers add valueAbility to Multitask
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNDA5MzMxNzUxP3NvdXJjZT1ndW10cmVl&jid=1345371&xid=3409331751
4d
1
The IT Service Desk Analyst will provide first line technical support to users. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Location: Hungary or Romania - Europe Are you willing to relocate to Europe?
Start Date:
January – 3-4 months’ Training and probation in South Africa Salary: R7 000 (in SA)
Once Visa issued
Relocate to Europe Salary: +/- Euro 1050 (Euro 650 after Tax)
Benefits:
Medical AidVacation Bonus 3.5%Daily Meal Tickets20 days off
Key responsibilities
? Act as a single point of contact for phone calls, chat and emails from users regarding IT issues and queries
? Record incident resolutions in the Help Desk tool based on user communication via phone, email, chat etc.
? Ensure that issues are resolved within ticket life cycle
? Co-ordination between users and resolver groups (if necessary)
? Incident handling and escalation management
? Work independently and within a team
? Communicate well with internal and external contacts
? Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
? Adhere to Tech Mahindra and client’s procedures, policies and guidelines
? All KPI related tasks must be followed & adhered to avoid business impact
? To ensure that breaks are pre-approved by SME, Team Leader or Manager
? Strong problem resolution skills
? Escalate unresolved calls to the resolution support team
? Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
? To maintain a high degree of customer service for all support queries and adhere to all service management principles
? Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
Requirements:
Minimum High SchoolExcellent communication skills in French (oral and written)Typing Speed – 30 words per minutePrevious Customer Service ExperienceValid work PermitValid PassportSense of responsibilityIndependent and customer friendlyCertifications (Optional) ...
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4d
1
We are looking for an excellent IT Service Delivery Manager for George Western Cape location
Essential Functions
IT Operations:
· Driving incident & situation management for all Sev1 & Sev2 incidents
· Follows established operating policies to mitigate risk and ensures business availability
· Engage and collaborate with the Global geographies team and manage communication, escalations, provide support, drive central initiatives
IT Governance:
· IT governance and effectiveness to be measured on weekly, monthly & quarterly basis
· Compliance assurance - support audit activities along with risk identification & management. Vulnerability management.
IT Transition Management:
· IT client transition management
· Client account & portfolio management
· Program management
· Stakeholder management
· Client communications around Technology
· Understand technology availability metrics and share insights
Information Security:
· Ensure compliance to client contractual obligations on InfoSec & Regulatory controls/certifications
· Audit & Risk Management
· Manage IT governance with client and all business stakeholders
Primary Internal Interactions
Business OperationsAll Technology Sub-Functions.Internal / External Audit Teams.
Primary External Interactions
· Client Teams – especially Client Technology Teams.
· External Vendors – Primarily for Service Desk Management.
Organizational Relationships
Reports To: VP – Technology Operations Supervises: AVP and Below
Technical Skills
· Good understanding of Networking, Systems, Voice and business applications.
· An industry recognized certification like ITIL / ITSM is an advantage.
Process Specific Skills
· Ability to interface and communicate at all levels within the company and Client organizations.
· Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.
· Working knowledge of MS office, MS Project and Visio.
Soft skills (Desired)
Good presentation and interpersonal skills.Excellent problem-solving skills in a cross functional environment
Soft Skills (Minimum)
· Strong verbal and written communication skills
· Strong customer service orientation ability to connect with global customers and work with Global teams.
· Goo...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80MjA4NjI4Mjk/c291cmNlPWd1bXRyZWU=&jid=1508289&xid=420862829
4d
1
GERMAN & ENGLISH - Bilingual position
Brief Job description
Provide 1st level technical supportService restorationFulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systemsFollow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed proceduresExecutes transactions as per prescribed timelines
Requirements
Analytical and Problem solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountability
Quickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically
Time Management Skills
Being proactive and show the utmost respect for customer’s timeGood time management, ensuring all contacts with customers add valueAbility to Multitask
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge
Communicate at all levelsBasic knowledge of OS (Windows XP-10), Browsers, MS Office suiteBasic knowledge of Software, antivirus and peripherals installationsAbility to work across organizational and professional boundariesExcellent verbal and written communication skills - GERMAN & ENGLISHHigh level of interpersonal skills, including active listening and understandingGood organizational skills and ability to prioritize workloads.Work to tight deadlines / service levelsBusiness etiquetteBroad knowledge of IT products, services and terminology
Aptitudes Identification of problems and solutionsAnalysis of dataPresentation of technical functionality to a non-technical audienceWorking knowledge of MS Office produ...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS85MTYwMjIxMDc/c291cmNlPWd1bXRyZWU=&jid=1350681&xid=916022107
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We looking for an excellent Asset Manager for George Western Cape Location
Essential Functions
Asset & Inventory Management (Validation and ask respective team to update the database on regular basis)FAR reconciliation procured wise / deployed wise as and when requiredKeeping track on RFH Assets (Desktop/Laptop/TFT/JIO Dongles)
Primary Internal Interactions
Business OperationsAll Technology Sub-Functions.EXL Internal / External Audit Teams.
Primary External Interactions
Client Teams – especially Client Technology Teams.External Vendors – Primarily for Service Desk Management.
Organizational Relationships
Reports To: VP – Technology Operations Supervises: AVP and Below
Technical Skills
Good understanding of Networking, Systems, Voice and business applications.
Process Specific Skills
Ability to interface and communicate at all levels within the company and Client organizations.Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.Working knowledge of MS office, MS Project and Visio.
Soft skills (Desired)
Good presentation and interpersonal skills.Excellent problem-solving skills in a cross functional environment
Soft Skills (Minimum)
Strong verbal and written communication skillsStrong customer service orientation ability to connect with global customers and work with Global teams.Good listening and consultative skills.
Education Requirements
Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM.
Work Experience Requirements
Bcom or relevant degreeMinimum 1 year relevant experience in Asset Management/ IT Software ManagementWillingness to work in a 24 x 7 environment.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNTQyMTc4MzM4P3NvdXJjZT1ndW10cmVl&jid=1508290&xid=3542178338
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Main purpose of the job
A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end-user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.
MAIN DUTIES / RESPONSIBILITIES
Day to day Duties
As an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.Always meet customer expectationsCommunication internally and to customer should be on time.Reflected in work logs.Time management:Lunch & breaks = 1 hour daily in totalProof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.Monitor availability of the team’s time management, being responsible for cover and well-being of the Service desk.
Business Conduct
Professionalism when communicating to internal and external contacts/team members/management and customers.
Ticket Logging
To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.To ensure familiarity with client business imperatives, technologies and support processes.To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:Quickly identify, diagnose and troubleshootIdentify solutions, through either verbal, front line or Client authorised First Time FixesEnsure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescalesAccurate identification and assignment ...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yNzE0Mjc3MzEzP3NvdXJjZT1ndW10cmVl&jid=377094&xid=2714277313
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SavedSave
Looking for an IT Service Analysts who can provide fast and useful technical assistance on computer systems.
Duties:
Serve as a first point of contact to internal customers seeking technical assistancePerform remote trouble shooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issues logged by the internal customerBasic AD user account and Google account administrationNB: Candidate would need to deliver an after hour first line support service to end users on a rotational basis
Minimum Requirements:
Diploma or certification in IT2 years experience as an IT Service Desk Analysts serving customersTech savvy with working knowledge of operating systemsITIL experience advantageousExperience with CRM system
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNDk1MTIwMjc1P3NvdXJjZT1ndW10cmVl&jid=948487&xid=1495120275
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The Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems. A Service Desk operative will assume full responsibility to progress each ticket logged onto the Ticket Management System for any resolver group, irrespective of geography, application or support area, managing by priority and determined by business impact, providing regular end user updates and ‘realtime’ escalation within any support groups or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the end-user.
Requirements: Day to Day DutiesAs an employee of CC, it is a requirement to fulfil certain daily tasks and duties on time as part of your roles and responsibilities.• Always meet customer expectations• Communication internally and to customer should be on time.• Reflected in work logs.• Time management:• Lunch & breaks = 1 hour daily in total• Proof of consultation with team members when shifts are swapped. Management will assist after this consultation as proved unsuccessful.• Monitor availability of the team’s time management, being responsible for cover and well being of the Service desk.
Ticket Logging• To fully understand the client business environment and potential impacts and severities IT related incidents may have to both user and business.• Accurate logging of all ticket information - ensure full understanding and interpretation of details provided by the end-user.• To ensure familiarity with client business imperatives, technologies and support processes.• To ensure acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.• To provide a technical understanding and effective communication to the end-user to assist in resolving any tickets where possible First Time Fixes or even First Line Fixes. This entails:• Quickly identify, diagnose and troubleshoot• Identify solutions, through either verbal, front line or Client authorised First Time Fixes• Ensure correct business severity is identified, based on business impact (GSD Operative to advise user of Impact where necessary) and escalate tickets deemed as high and critical to Client environment, including country, regional and global support management, within agreed timescales• Accurate identification and assignment to resolver groups.• Provide ‘proactive’ communication as well as ownership when performance or capacityrelated monitoring tools alert to a threshold has breached.• To provide First Line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.• Potential overf...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80MTMyNjM2NzEwP3NvdXJjZT1ndW10cmVl&jid=1501511&xid=4132636710
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Brief Job description
Provide 1st level technical supportService restorationFulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systemsFollow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed proceduresExecutes transactions as per prescribed timelinesProvide 1st measure analysis of issues and inputs for problem managementLeverages best effort method for issue resolution through cross functional coordinationSupport team lead in training, reviews and escalation handling
Requirements
Analytical and Problem solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountability
Quickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
24 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suiteIntermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Network collaborations & VPN T/SBasic networking knowledge
Additional Preferred skills:
PBX Administration Avaya or similarAnti-Virus & IT Security best practices implementation & administrationProcess compliance Knowledge of the ITIL FrameworkKnowledge of McAfee products
Time Management Skills
Being proactive and show the utmost respect for customer’s timeGood time management, ensuring all contacts with customers add valueAbility to Multitask
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receivi...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zODc2MzQxMDI/c291cmNlPWd1bXRyZWU=&jid=1345369&xid=387634102
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Description: A new and exciting opportunity has arisen in Europe’s leading independent provider of IT infrastructure services. We are looking for a Problem Manager within the newly formed Proactive Insights Team within the BP&O Optimisation Department.
The Proactive Insights Team main objective is to issue prevention, automation or to reduce effort for the company and our customers. This is achieved by using ITIL proactive problem methodology, enhanced tooling, and robust processes.
Requirements:
As a Proactive Problem Manager, you are required to:
Be enthusiastic and drive a proactive, pre-emptive and automation culture, focused on reducing reported Incident volumes as well as system events and improved user experience.Have a good understanding and experience of using ITSM tools to facilitate Problem Management.Be responsible for managing and prioritising your own workload and identifying successful proactive Problem opportunities.Drive root cause analysis for the Problems opportunities identified towards issue removal, automation, and effort reduction, in line with the defined Computacenter Problem Management process using ITIL framework.Produce high level reporting and business updates to both Computacenter and our customers, which Cleary define the value added from the service.Maintain a proactive Problem tracker and ensure all Problem opportunities are documented in the ITSM toolsetBuild and maintain relationships with key operational teams such as, Reactive Problem management, Delivery Leadership, Service Desk, Remote Desktop Services, Technical teams, Automation team and all functions within Optimisation.
Qualifications/Experience/Sills:
Experience of ITIL framework, preferably with prior exposure to Problem Management and Incident Management rolesIntermediate skills using Microsoft Word, Excel and Outlook with previous exposure to Teams and SharePoint desirableWorking knowledge of Service Now and BMC Remedy ITSM toolsExposure or knowledge of data analytic tools such as Power BI and NexthinkDesire to expand abilities in data analysis and proactive problem solving.Ability to deliver successfully within predefined timescales.A self-starter, who can take the imitative but also able to collaborate within a team.Excellent verbal and written communication with the ability to pitch communications (verbally and written) for different audiences.Effective time management, organisational and workload management skills to ensure delivering work is not effected by the volume of work or conflicting priorities.Ability to present in a professional and business-like manner to internal and external customersAbility to manage confidential information w...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNDExNjA3NzcwP3NvdXJjZT1ndW10cmVl&jid=1296775&xid=1411607770
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