Job title : IT Co-Ordinator Job Location : Western Cape, Cape Town Deadline : January 18, 2025 Quick Recommended Links Jobs by Location Job by industries KEY RESPONSIBILITIES Effectively manage the IT Ticket Queue for the respective site Manage and oversee all IT local compliance at site, this includes include Anti-Virus, MS Patching, all software patching and any official compliance the site(s) adhere to e.g.
SOX, ISO, PCI certifications (if applicable).
To be the "Eyes and Ears" for IT locally, manage all IT issues onsite according to corporate processes and standards Support and provide "backup" for other IT Specialists in EMEA when there is a requirement to deliver, be this support on compliance, projects, moves or new business / site implementations.
Maintain full responsibility for the operational maintenance of systems and services across the local Site IT environment, providing day to day operational and technical support.
Assist with all IT escalations from the Service Desk and within IT, providing remote 2nd/3rd line technical support and assistance for all Sitel technologies located at the site, as well as client systems if approved and applicable.
Ensure formal procedures are followed, SLA's met and high levels of internal/external customer service met with timely and appropriate communication Identify incident trends and methods of improvement and ensure availability, performance and integrity of technology.
Adhere to Corporate and IT policy and ensure IT changes and incident resolutions are in line with requirements.
Assist IT management and IT service delivery with any bespoke projects such as asset management and standardisation/remediation tasks.
Proactively be responsible for all Health and Safety issues for the IT team, ensuring a safe working environment for all agents.
Provide 24/7 cover (where possible/remote).
Work within a high pressure environment.
Thrive in a fast pace environment undergoing rapid technological and business change.
Carry out technical diagnosis/analysis.
The position must take personal responsibility to understand and comply with all company and client corporate and security requirements and policies YOUR PROFILE AND EXPERIENCE Understanding & experience of the role of ITIL within IT - Advantageous Proven IT skills within a desktop support (2nd level role) (Advantageous) BPO Contact Centre experience – Minimum 6 months Previous experience in a similar role – Advantageous SKILL REQUIREMENTS Strong verbal & written communication skills.
Laptop and PC general support experience (Advantageous) Windows - Active Directory administration (Advantageous) Windows 7, 8 and Windows 10 operating system support (Essential) Understanding of Anti-Virus clients and Microsoft patch management (Preferred) Dell / HP Server hardware (Advantageous) Microsoft Office & 365 support (Advantageous) Email client & MS Exchange support (Advantageous) Building & imaging Hardware, with a working knowledge of Microsoft SCCM (Advantageous) DNS, DHCP management (Advantageous) Local printer support & centralized networked printer support (Preferred) Cisco and Avaya support experience (Advantageous) Experience with Dialer software (e.g.
Altitude) and Callscripter application (Advantageous) Experience in first level support ticket management (i.e.
IT Service Desk) (Beneficial) ICT jobs