This position is responsible for ensuring an outstanding level of customer service by providing direct IT support to staff and partners in the firm and by managing the Help Desk and technical support staff. Responsible for leading the Helpdesk in engaging in proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the firm.
Duties and Responsibilities
Manage the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
Gather and analyze metrics to benchmark the Helpdesk workload/performance and identify trends in call center issues.
Work within the firm community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
Train Helpdesk staff on operational procedures and troubleshooting techniques.
Provide training on new hardware and/or software applications.
Helpdesk Support for up to 700 users. Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all staff, both in person and via the phone.
Analyze and identify trends in issue reporting and devise preventative solutions.
Offer suggestions for process improvements and develop new procedures.
Virus/Spyware Removal/Detection.
Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting.
Troubleshoot, set up and repair mobile technologies.
Document and maintain a knowledge base of all general support issues and processes and procedures.
Ensure shared learning within the Helpdesk team.
Manage and control firm assets.
Skills and Knowledge
Excellent written and verbal communication skills. Experience in dealing with difficult interpersonal situations regarding support issues.
Analytical thought process.
Must have the ability to escalate all problems to the Infrastructure Manager or higher if a solution cannot be found.
Ability to use, teach & troubleshoot Microsoft 7 operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft Publisher.
Qualifications
Matric/Grade 12.
Project Management and Management qualifications preferred.
Minimum 5 years progressive experience installing and supporting all of the following: Windows 7, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, staff management and budget assignment.
Experience and training in ITIL, MCSE, A+, N+.
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