End User Support Consultant at Standard Bank Group

Job Description


Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems and related products.
Key deliverables include advanced troubleshooting and resolution of standard to highly complex technical issues; accurate incident logging, tracking and escalation; closed-loop customer communication; creation and maintenance of support documentation and known-error records; mentoring of End User Support staff; user training on hardware and software; and collaboration with IT and business project teams to deliver high-quality technology solutions.


Qualifications


Type of Qualification: First Degree
Field of Study: Information Technology or related field
Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST - Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)


Experience Required


5-7 years
Solid experience in advanced support role within large/medium size organisation.
Experience in AD Account Management and the Service Desk within large/medium size organisation.


Behavioural Competencies:


Articulating Information
Following Procedures
Producing Output
Providing Insights
Team Working
Understanding People
Upholding Standards


Technical Competencies:


Application Knowledge for Support
Identity and Security Compliance
Incident and Problem Management
IT Knowledge
IT Systems
Service Level Management
Stakeholder Management
Technical Analysis
Trouble Shooting
Written Communication