Purpose:
Providing 1st line support to a globally distributed customer base via a variety of contact methods, including telephone, email and in person. The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests and resolving a high level of support requests at first contact, thus ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service demands.
Job Responsibilities:
Remote and Local IT Support
- Delivering outstanding quality for all contacts into the IT Service Desk, measured against Key Performance Indicators.
- Performing 1st line troubleshooting for the firm’s core systems and ensuring issues are accurately logged with the required information.
- Ensuring all support calls (emails and chats) are logged and managed through the service management tool in accordance with the agreed service level targets.
- Assigning incidents and requests to appropriate 2nd & 3rd line teams after all troubleshooting steps have been exhausted.
- Proactively managing updates to all parties with Incident/Requests statuses through to resolution.
- Identifying trends for support so improvements can be made by raising problem records or by sharing information with teams to help address any training needs.
- Meeting or exceeding defined quality and performance targets.
- Developing and updating knowledge base articles on a monthly basis to aid knowledge sharing and to drive a consistent and effective customer experience.
- Providing desk-side assistance to users locally where applicable.
- Acting in accordance with the Firms Information Security Policies and reporting any potential or actual Security events or other Security risks to the organization
Qualifications & experience:
- Matric Certification (Required)
- IT focused post-matric technical Certifications (Required)
- ITIL Foundation (Required)
- IT Diploma / Degree (Required)
- Minimum 3 years in IT Service Desk support in a large corporate environment (Preferred)
- Minimum 3 years, in-depth understanding of IT support troubleshooting and associated processes (Preferred)
System Skills :
- Microsoft Office ( Advanced)
- Citrix ( Beginner – Intermediate)
- F5 or other VPN technologies (Intermediate – Advanced)
- Windows 10 (Intermediate – Advanced)
- Mobile device platforms and their backend management platforms (Intermediate – Advanced)
- Laptop and Desktop hardware (Intermediate – Advanced)
- Remote Tools (Intermediate – Advanced)
Additional information:
A working pattern of 45 hours per week in a rotating shift; additional hours may be required. Core support hours are 10:00 AM to 7:00 PM SAST (lunch hour included) with flexibility to work other hours.
Mental & Environmental / Legal Requirements:
- Must be able to handle pressure, setbacks and a high level of stress
- Must be able to work to deadlines
- Must be able to maintain strict adherence to confidentiality policies
- Must be in a position to work weekends where required (falling within or outside of the weekly 45 hour shift roster)
- Must be capable of carrying heavy parcels (ie desktop and other IT equipment)
- Must have a clear criminal record
Behavioral Competencies:
- Ability to handle queries efficiently with diplomacy and tact
- Ability to follow instructions precisely
- Adapting and responding to change
- Delivering results and meeting business expectations
- Working with others
- Delivering through others
Additional Considerations:
- Applicants must be South African citizens or have a valid South African work permit
- Preference will be given to Employment Equity candidates
- Preference will be given to candidates who are living with a disability
If you have not had any response from us within 21 days of the closing date, please consider your application unsuccessful.
Hogan Lovells Services (South Africa) Limited (Incorporated in England) is an equal opportunity employer. All positions are placed in accordance with the Company’s Employment Equity Plan.
“Your application and all personal information provided herein is protected under the Protection of Personal Information Act (4 of 2013), hereinafter referred to as the “Act”.
Hogan Lovells Services (South Africa) Limited (Incorporated in England), with its head offices at 140 West Street in Sandton, Johannesburg , is collecting this information to enable us to facilitate your application and /or assess your suitability for the advertised position. This information will be used for this purpose only and disposed of thereafter. Where shortlisted, your information will be retained for a period of 12 months and disposed of immediately thereafter if you are unsuccessful in your application. Where employment is offered, it will be retained as part of your employee portfolio and secured accordingly. This information is given to us, by you, voluntarily and of your own free will. If you do not wish to provide us with this information, are unable to do so, or object to it being used, it will result in the disqualification of your application. In the course of the recruitment process, and for matters related to your application only, we may share your information with selected third parties. You have the right to access this information while in our possession and make corrections if necessary. You have the right to lodge a complaint via email with the office of the Information Regulator, at complaints.IR@justice.gov.za , if you are unhappy with the manner in which we deal with your information.
By submitting your application, you hereby declare your understanding of the aforementioned information and consent to the processing of your information in accordance with the Act, as well as the processing of any further personal information requested by us in the future including but not limited to, banking details, criminal history and credit reports /financial history information.”