Description

Oceana Group Limited is hiring an IT Support: Desktop employee in Cape Town, Western Cape.

The purpose of the role is to provide first-line support for local and remote users. The successful candidate will handle incoming telephone calls, email communications, create trouble tickets, assist users with requests, and escalate issues where required.

Division: Oceana Group Limited

Minimum experience: Entry Level

Company primary industry: Information Technology and Services

Job functional area: Information Technology

Responsibilities

• Provide effective end-to-end management and resolution of incidents and problems.
• Adhere to defined targets, procedures, standards, and quality measures.
• Support customer satisfaction through timely and effective IT support.
• Minimise preventable incidents.
• Maintain up-to-date knowledge and support articles.
• Support end-user adoption, knowledge, and uptake.
• Engage positively with end users, third-line support, and third parties.
• Participate in the planning and execution of changes.
• Assist with special projects as identified.
• Coach and train users on the use of IT assets and policies.
• Support licensing management and compliance.
• Support asset management.
• Handle user calls through the service desk application within targeted SLA requirements.
• Identify, register, and categorise incidents according to agreed procedures.
• Gather information to support incident resolution.
• Allocate incidents promptly where appropriate.
• Handle onboarding and offboarding requests for company users.
• Handle standby calls and after-hours escalations.
• Assist with VIP support on a daily basis.
• Provide first-line support for printing services.
• Conduct daily testing and ad-hoc support for company video conferencing equipment.
• Support established VOIP infrastructure.
• Install and support end-user applications.
• Set up and support user computers and peripherals.
• Provide cell phone support.
• Assist with third-party processes to purchase peripherals.
• Keep updated on new software and support articles.
• Travel to remote sites for support when required.

Requirements

• IT qualification in one or more core desktop applications.
• IT qualification in one or more core infrastructure platforms.
• Relevant IT qualifications in core desktop applications and infrastructure platforms.
• A+ / N+ qualification.

Advantageous:

• ITIL qualification.
• MCSE qualification.

Skills & Competencies

• PC desktop hardware knowledge.
• Laptop hardware knowledge.
• Microsoft Windows 10 and 11 operating system knowledge.
• Microsoft Office productivity suite knowledge.
• PC systems imaging and cloning technology.
• Hands-on experience with Windows updates.
• Hands-on experience with software updates.
• Hands-on experience with BIOS and firmware updates or patches.
• Knowledge of anti-virus programmes.
• Knowledge of office automation products.
• Knowledge of computer peripherals such as printers and scanners.
• Excellent verbal communication skills.
• Excellent written communication skills.
• Interpersonal skills.
• Problem-solving skills.
• Attention to detail.
• Ability to identify underlying problems and trends.
• Ability to identify shortcomings in system design.
• Ability to identify shortcomings in business processes.
• Ability to identify end-user training and adoption gaps.
• Customer satisfaction focus.
• Proactive follow-through and follow-up.
• Ability to work effectively and positively under pressure.
• Decision-making and judgement.
• Integrity.
• Analytical thinking.
• Action-oriented approach.
• Teamwork and collaboration.
• Resilience and stress tolerance.
• Assertiveness.
• Customer service orientation.

Other

Employment Equity:

• In support of the company’s Employment Equity Plan, applicants from designated groups will be given preference for this position.

Application outcome:

• If you are not contacted within two weeks after the closing date, please consider your application unsuccessful.