Help Desk Officer

Job description

Job Summary

To provide telephone support and find solutions within a predetermined timeframe to clients in order to enhance productivity and efficiency.

Duties and Responsibilities

§ First Line Support

§ Provide telephone support and problem resolving to user queries.

§ Escalate calls to 2nd line support, thereby sharing dual responsibility for the call, be it in providing a solution or providing feedback to the client.

§ Provide feedback to clients on the progress of repairs/ queries on a regular basis, especially if predetermined timeframes are exceeded.

§ Support on all general applications as required.

Additional

§ Responsible for the marketing of all KPMG Standard business applications, making the staff in the various groups aware of what tools are available to them and providing training and technical support to the end-users as required.

§ Assist Operations Supervisor with the deployment of all new software and any required software updates or upgrades.

Qualification

§ University Degree in Computer Science, Information Technology or related discipline.

§ 1-2 years relevant IT experience in a fast-paced environment.

Skills Required

§ Relevant Microsoft or equivalent professional qualification desirable

§ Appreciation of ITIL/industry standards

§ Good knowledge of LAN network infrastructure

§ Broad knowledge of current IT development and integration technologies and best practice.

§ Knowledge of Microsoft 365 and associated applications

§ Good interpersonal and communication skills.

§ Previous experience in an IT support role desirable

§ Client service and relationship building skills.

§ Ability to function independently and as part of a team

§ Ability to identify problem areas and implement