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Sandton, Johannesburg



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Role Description
Job Title: IT User Support Specialist

Area: Sandton

Salary: Market related

A working pattern of 45 hours per week, but falling between 06:30 am and 18:00 pm, Monday to Friday. Must be flexible to work additional hours. Out of hours work and weekend work may be required.

Some travelling oversees may be required.

Roll Overview:

The role of the User Support Specialist is to provide second line IT support to the business. This involves taking ownership of incidents & requests that have been assigned / escalated to the IT team and troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands, thus cultivating a first-class consistent experience for the business.

The User Support Specialist provides support primarily to the office, but may also be called upon to assist the user base of other offices in the region. The team provides second line IT support primarily to the offices within South Africa. The support is provided remotely using remote desktop tools but there is often a requirement to also undertake desk visits.

Main Responsibilities

Responsible for working as part of a team to provide a highly-mobile and high quality support service to the South Africa offices by resolving incidents / requests in a timely fashion remotely or in person.
Providing audio/visual support services. Testing and resolving any technical issues that may arise during an event and is expected to maintain the quality of all audio/visual equipment, perform minor and moderate repairs.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
Install, configure, upgrade and support hardware such as but not limited to laptops, desktop, PC's, printers, telephones and mobile devices.
Install, upgrade, and troubleshoot all applications that fall under the HL application suite.
Assist in testing new software & hardware, providing constructive feedback as required.
Maintain accurate stock levels and associated records.
Follow appropriate processes and procedures in relation to assets' life-cycle.
Perform desk or departmental moves at a time times that doesn't impact the end users ability to work
Provide 2nd line remote support to the user base of all other offices when their office may be closed or if there is no local support to assist.
Provide support at events and meetings in line with the business requirements. Diagnose, report and liaise with relevant parties UK AV team/suppliers/users) of any problems that may occur from time-to-time.
Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.
Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.
Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.
To constantly and pro-actively look for ways to improve the systems, service, processes, performance and communication of the IT Support Services team.

Skills and Experience
Education, Certifications and/or Experience

At least two years’ experience in a similar role.
ITIL Foundation accreditation preferred.
Relevant audio and visual experience for events like seminars, conferences, panel discussions etc. within a corporate environment.
Strong knowledge of Microsoft Office 2010 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices (BlackBerry and iOS) preferred.
Familiarity with Windows administration and networking desired.
Please follow the link to apply directly to EOH Recruitment Solutions

For further information you can contact Charmain Ferreira on 010 045 1384

Job Reference: EOH RS05579

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