End User Support

Our Client?This department is responsible for the provision of a Digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. They operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Company.What will you do?Dedicated On site Support for Company 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 Company's control. Responsible for the timely and effective response to IT user queries and problems.What will make you successful in this role?Core responsibilitiesAssist users with day to day IT issuesProvide constant feedback regarding progress of Company related issues, request and escalations to end-usersAssist to get new users operationalTroubleshooting Application issues including MS Teams and MS OfficeEscalating issues that cannot be resolved timeouslyAssisting users to Log SRS and Incidents (CA & Jira)Concluding incidents on the CA and SRS systemProvide update on Jira calls if neededProvide Remote support for WFH usersCoordinating with third parties and Internal Company teamsFirst line Telephony supportManaging and supporting incidents logged within SLA agreementsProvide feedback on outstanding Open incidents and requests logged on CACoordinating major Incidents and assist Company IM during Major Incidents reported.Assisting and implementing projects as required.Providing First Line Support diagnosis and support for Output Device servicesAd Hoc Reporting.OtherGood people management skillProblem solving skillTime management - prioritizing important issuesBe able to work under pressureExcellent communication skills(Verbal and Written)Qualification and ExperienceQualificationsGrade 12/MatricExperience2 – 3 Years experience in an IT Service Desk environmentBackground in IT Services with an emphasis on Service ManagementCall Center Support experience will be advantageousSound knowledge and experience of ITIL practices.Understanding of Company Applications and Business processes will be advantageousUnderstanding and experience in Avaya Call Center Telephony.