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Contractor - Desktop Support

Locations:Cape Town 

Time type :Full time

 job requisition id :JR000847 

 Contract End Date - 31/03/2024 

The End User Computing agent’s responsibilities are to provide customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the end users. They support the Service Manager in synchronising efforts to maintain high quality services across the enterprise. The role takes day to day direction from the End User Computing team leader who will set the day to day priorities, monitors all performance metrics and ensures that service delivery meets all service level agreements (SLAs), with a focus on continuous service improvement. The service desk agent will participate as required in incident, problem and change management across the IT function.

  • Provide 2nd line support through various channels e.g. telephonically, email or electronic requests received via platforms such Remedy or Customer Zone.

  • Provides support and expertise in on-boarding new technologies in the business

  • Be responsive to requests and ensure SLA’s are met or exceeded

  • Always deliver customer service in a responsive manner, providing fault resolution and advice service, which ensures the maximum availability, performance and utilisation of information systems by the end users.

  • Ensure all enterprise IT services are accomplished according to SLAs

  • Provides input to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for IT provided services

  • Support the deployment/transition of IT services alongside other IT groups

  • Service management performed with the customer, simplicity, speed, agility, accuracy and efficiency in mind (always time to do it right, the 1st time)

  • Review response times with Service manager, evaluate user satisfaction levels and making recommendations for improvement

  • Takes ownership and ensures proactive closure for problem reports that fall within area of responsibility

  • Review current performance of services and components in the enterprise IT environment and provide input to enhance services

  • Take direction from End User Computing team lead and Service manager in working towards a common set of priorities and focus areas

  • Provide team lead and manager with trend analysis and common root causes that can be addressed through user education

  • Conduct productivity push sessions to enhance end user productivity

  • Partner with Service Desk and other IT service groups to share common problems, long-term sustainable solutions and knowledge sharing

  • Actively seek and promote ways to continuously enhance the customer experience

  • Ensure high levels of customer satisfaction with delivered services

  • Follow strict procedures in the event of Severity 1 incident, cyber incidents or VIP issues to ensure speedy resolution

  • Builds and maintains business relationships

  • Participate in incident and problem management in order to continuously improve service delivery and to avoid reoccurrences of incidents.



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