Qualifications:

•A+, N+, Server+, ITIL V3/ITIL V4

•NQF Level 6 or higher IT related Qualification

•MCSE: Cloud Platform and Infrastructure, MCSA: Windows Server (desirable)

Experience:

•3 years Supervisory roles in a Support Team /Service Desk

•6 Years in a Support role with an end user base not less than 1000 users

•Support Experience in Baking or Financial services industry sectors

•Experience with Supporting Office 365 suite.

•Active Directory administration

•Basic knowledge of Windows Server (2008 and 2012)

•Audio and Visual boardroom solutions support

•Skype for business 2015 Support

•Ability to troubleshoot network issues - LAN Routing and Switching troubleshooting (VLANs, IP Sub netting, DHCP, DNS)

•Basic Mimecast administration

•Experience supporting ERP and CRM applications

•Printer Support and supplier management

•A strong working knowledge of Dell end-user computing hardware.

•An excellent working knowledge of ITSM tools and workflows.

•Experience with managing end-user assets.

•Experience with processing IT expenses.

Skills:

•Excellent problem-solving skills - Ability to breakdown complex problems into logical pieces.

•Good organisational and time management skills - ability to handle multiple work streams.

•Exceptional Communication (Written and Verbal) and Interpersonal Skills - People-oriented - enjoys interacting with people, good customer service ethics, people skills and comfortable dealing with customers in both positive and difficult situations.

•A strong working knowledge of Microsoft End User Computing, Networks and dependencies.

•SDI ServiceDesk Analyst (SDA) (advantageous)

•KANBAN methodology (advantageous)

Competencies:

•Resilient and Adaptable with the ability to work under pressure.

•Dependable and reliable

•Detail-oriented – but not losing sight of the bigger picture.

•Achievement oriented - enjoys achieving results