End User IT Support

Dedicated On-site Support for Contact Center Users

To support end users at the Contact Center and ensure maximum uptime and productivity for all users (minimum downtime/impact for users as a result of IT issues and requests within SGT’s control). Responsible for the timely and effective response to IT user queries and problems.

Duties & Responsibilities

• Assist users with day-to-day IT issues.
• Provide constant feedback regarding the progress of SGT-related issues, requests, and escalations to end-users.
• Assist in getting new users operational.
• Troubleshoot application issues including MS Teams and MS Office.
• Escalate issues that cannot be resolved timeously.
• Assist users in logging SRS and incidents (CA & Jira).
• Conclude incidents on the CA and SRS system.
• Provide updates on Jira calls if needed.
• Provide remote support for WFH users.
• Coordinate with third parties and internal SGT teams.
• Manage and support incidents logged within SLA agreements.
• Provide feedback on outstanding open incidents and requests logged on CA.
• Coordinate major incidents and assist SGT IM during major incidents reported.
• Assist and implement projects as required.
• Provide first-line support diagnosis and support for output device services.
• Ad hoc reporting.
• Time management - prioritizing important issues.
• Work well under pressure with excellent communication skills (verbal and written).

Desired Experience & Qualification

• 2 – 3 years experience in an IT Service Desk environment.
• Background in IT Services with an emphasis on Service Management.
• Call Center support experience will be advantageous.
• Sound knowledge and experience of ITIL practices.
• Understanding of client applications and business processes will be advantageous.
• Understanding and experience in Avaya Call Center Telephony.
• Personal attributes: Interpersonal savvy, decision quality, action oriented, optimizes work processes.

Package & Remuneration

Permanent role with company benefits. #J-18808-Ljbffr