Senior Technical Support Executive

South Africa, South Africa

Job Description


Role DesignationSenior Technical Support Executive
Language German & EnglishPosition Summary
Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.Required skill setAnalytical 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 issues
  • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
  • Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
  • Display ownership and accountability
  • Quickly build trust and confidence with customer
  • Own 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
  • 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, Encryptions
  • Intermediate knowledge of Network collaborations & VPN T/S
  • Basic networking knowledge
Time Management Skills
  • Being proactive and show the utmost respect for customer's time
  • Good time management, ensuring all contacts with customers add value
  • Ability 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 levels
  • Ability to work across organizational and professional boundaries
  • Excellent verbal and written communication skills
  • High level of interpersonal skills, including active listening and understanding
  • Good organizational skills and ability to prioritize workloads.
  • Work to tight deadlines / service levels
  • Business etiquette
  • Broad knowledge of IT products, services and terminology
Aptitudes
  • Identification of problems and solutions
  • Analysis of data
  • Presentation of technical functionality to a non-technical audience
  • Working knowledge of MS Office products
  • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
  • Ability to work as pat of a team or on own initiative.
  • Customer focused
  • Proactive
  • Self-Motivated
  • Patient
  • Innovative
  • Flexible
Job duties and responsibilities
  • To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
  • Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
  • Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
  • To participate in an on call rota, providing a 24 hours, first line support service to users.
  • To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
  • Update incidents with detailed and relevant information in a timely and effective manner;
  • Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
  • Escalate an incident or troubleshoot tickets according to the company escalation processes;
  • Ensure Customer Service Level Agreements are met or exceeded;
  • Respond to customer enquiries in a timely and efficient manner;
  • Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
  • Execute transactions as per prescribed guidelines and timelines
  • Ensure customer/user confidentiality and data protection at all times
Education and other requirement
  • Experience (12-18 Months)
  • Willingness to work in rotational shifts
  • Experience of at least 12 - 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
  • Understanding of ITIL working practices
  • Problem solving associated with a mixed computing environment.
Role Designation232ASRPREX Senior Process ExecutiveInterest GroupInfosys South Africa PTY LTDRoleProcess ExecutiveCompanyInfosys South Africa PTY LTDSkillsetDomain(IBPM)|CS|Service Desk- Specialist -Beginner

Infosys

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Job Detail

  • Job Id
    JD1405596
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    South Africa, South Africa
  • Education
    Not mentioned