Helpdesk Administrator

SUMMARY:
We are looking for a software support candidate to join the IT Department. The ideal candidate needs to have good knowledge of Office 365 and well skilled in MS Word.

POSITION INFO:

We’re looking for a software support candidate to join our team. The ideal person will have a good knowledge of Office 365, well skilled in MS Word, and be able to quickly learn new software applications. You will be responsible for providing first tier support to end-users via phone, email and helpdesk. You’ll need to have strong communication skills, be able to troubleshoot problems, and have a good understanding of how software works. The primary goal is to help users resolve software problems and queries quickly and effectively. This role is aimed specifically at software application support and the requirements listed below are the primary considerations, there might be additional details not outlined here. 

DUTIES AND RESPONSIBILITIES

End-User Interaction ‑

• Act as first point of contact for all IT-related topics and support requests.
• Handle user requests via the Helpdesk system, telephone and e-mail.
• Provide timely and professional assistance to end-users.
• Ensure the IT Desktop Support function is monitored effectively without compromising on service delivery.

Connections and Virtual meetings

• Accurately schedule all virtual meetings such as video conferencing, webinars, MS teams etc. in calendar for technicians.

Problem Analysis ‑

• Analyse and troubleshoot software issues reported by end-users.
• Gather information about the problem, ask relevant questions.
• Research and identify solutions to software issues.
• Learn the importance of Werksmans templates and formatting processes.

Technical Assistance ‑

• Guide end-users through step-by-step solutions or provide clear instructions to help them resolve software issues.

Communication ‑

• Communicate clearly and effectively with both technical and non-technical end-users, translating information into understandable terms.
• Transfer application knowledge effectively and timeously.
• Where possible keep end-users informed about the status of their reported issues and expected resolution times.

Software Updates and Patching 

• Provide guidance on best practices for software maintenance and updates.

Troubleshooting

• Ability to quickly assess and resolve issues during a user''s phone call.
• Test and replicate reported issues to verify their existence and determine the best course of action for resolution.
• Collaborate with the team members about reported issues.

Adaptability 

• Stay up-to-date on product knowledge and industry trends.
• Be adaptable and able to quickly learn about new features and updates.
• Ad Hoc duties as requested.
• Be available for rotational Weekend and public holiday standby.

Team 

• Accurately escalate unresolved queries to the next level of support.
• Collaborate with the team to escalate complex issues that require further investigation.
• Communicate effectively with the Technical and Helpdesk team members.
• Good understanding of the business needs and the IT service delivery requirements.
• Follow company and IT procedures and security policies.

DESIRED EXPERIENCE AND QUALIFICATIONS

• Very good MS Word skills
• Very good understanding of Office 365 products

• Working knowledge of IT
• iManage skills will be an advantage
• Must have 2 years’ experience in an IT Helpdesk capacity (non‑negotiable)

• Must have contactable references

KEY COMPETENCIES / SOFT SKILLS

• Strong client-facing and communication skills
• Application knowledge transfer to end-users
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Excellent command of English

• Work as part of a team and independently when required
• Works well under pressure to meet the operational team objectives.
• Great communication and interpersonal skills, communicate in a professional manner with people at all levels
• Is able to work in a dynamic environment where one day never looks like another.
• Has a hands-on approach and is not afraid to roll up their sleeves and get stuck in.

• High attention to detail
• Professional, punctual and organised
• Self-motivated and able to work independently
• Ability to multi-task and prioritise tasks efficiently
• Ability to be assertive while at the same time maintaining a high level of respect
• Take Responsibility/ownership of the helpdesk and assigned tasks
• Curiosity / desire to learn new things

Please note this is an on-site position.

NB! This job is now closed. You can apply for other jobs by uploading your CV.