2,064 User Support jobs in South Africa

Description
Responsible for providing level 1 IT end user support to the employees of BankservAfrica. This entails the provision of technical assistance and support to users within an organisation. This includes resolving issues related to hardware, software, networks, and other IT systems. This role will troubleshoot problems, install and configure software and hardware, maintain IT infrastructure, and provide training and guidance to users. The End User Support Technician plays a crucial role in ensuring the smooth operation of IT systems and helping users effectively utilise technology to meet their needs.

You will engage with the following stakeholders:

• Directors
• Exco
• Employees
• Production focused support teams
• Operations centre

Your key responsibilities include:

• Technology Support
• Provide proficient support and root cause resolution in the following common areas:
• Installation & configuration of a company's computer hardware operating systems and applications.
• Upgrade systems with new releases and models
• Maintenance and monitoring of computer networks and systems.
• Performing electrical safety checks on the company's computer equipment.
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Support services such as printing, anti-virus, backups as well as desktop and laptop hardware and software support
• Ensure all issues are properly logged
• Talk users through a series of actions, either via phone, email or chat, until they've solved a technical issue
• Prioritize and manage several open issues at one time
• Follow up with users to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals

Professionalism

• Perform the tasks assigned to you in an expedient manner aligned with the corporate value system.
• Provide prompt and accurate feedback to customer
• Assist with tasks assigned to your team members so as to foster team growth

Qualifications / Knowledge

• Matric certification
• Degree or Diploma
• Comptia A+ & N+
• ITIL V3 or V4
• Microsoft Windows Administrator certification
• Microsoft Office suite

Experience

• Min of 2 to 4 years IT Support or helpdesk experience or similar
• VOIP experience
• M365 adminstration
• ITSEC Ops exposure
• Exposure to the AWS cloud platform, preferably AWS Work Spaces

Skills

• Conflict management and resolution
• Time Management
• Root cause analyst
• Good written and verbal communication.
• Excellent Interpersonal Skills

Why do we need you?

• Installation of Hardware and Software as per Group standard and Installation of third party software
• Troubleshoot hardware and software incidents
• Mobile device set up and support
• Creation of User ID's / Network and Email accounts
• Basic Troubleshooting of Network
• Sharepoint/OneDrive Support
• Basic End User Training
• Daily call and user management to ensure the end user receives great customer service

Is this job for you?

This job is ideal for a candidate with an A+ or other relevant IT qualification with a ITILV4 Foundation Qualification. Min of 5 years experience in supporting Windows based operating systems at least 3 years experience with Windows 10 & 11. Your exposure in supporting a large team, training end users and other parts of africa will set you apart.

Legal Statement

"We value the importance of a diverse workforce as a cornerstone of our business success. Our primary focus in selecting the most suitable candidates for our roles is based on their skills, qualifications, and experience. We wholeheartedly embrace the principle of equal opportunity in our employment processes and are committed to eliminating any unlawful discrimination in our hiring practices".

Job Reference: SOA00510

Summary

Our staffing firm partners with U.S.-based clients, many of which are Managed Services Providers (MSPs). We currently have multiple openings for Remote / Offshore Level II IT Help Desk Support Technicians . This position requires proven experience in supporting business desktop and server environments, including Windows 10 workstations, Windows Server 2016 & 2019, intermediate networking, and vendor-specific hardware/software solutions.

Duties & Responsibilities

• Serve as the primary contact for Windows desktop issues
• Provide end-user technical support and troubleshooting
• Assist with administration and support of Windows Servers
• Monitor system alerts and respond according to established protocols
• Handle escalated service desk requests requiring advanced troubleshooting
• Support onboarding of new users (accounts, access, setup)
• Deliver network support across LAN/WAN environments
• Install and maintain network hardware
• Ensure timely resolution of issues while maintaining documentation standards

Qualifications & Requirements

• Prior experience working for a Managed Services Provider (MSP) is required
• Minimum of 3 years in IT support roles (Help Desk, Desktop Support, IT Support Analyst, Service Desk, User Support, etc.)
• Hands-on experience with Remote Monitoring & Management (RMM) tools such as ConnectWise, Kaseya, or Ninja
• Familiarity with Professional Services Automation (PSA) / ticketing systems , such as Autotask
• Exposure to firewall and network administration (SonicWall, Meraki)
• Strong troubleshooting background across networks, servers, and workstations
• Experienced in Cloud-based environments
• Excellent customer service skills with a professional and courteous approach
• Strong written and verbal communication skills, including group presentation experience
• Dependable, with a consistent work ethic
• Eagerness to learn and expand technical expertise

Location: ZA, GP, Johannesburg, Simmonds Street

Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery.

• A Degree in Information Technology

• 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD Account Management and the Service Desk within large/medium size organisation.

Location: ZA, GP, Johannesburg, Simmonds Street

Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery.

• A Degree in Information Technology

• 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD Account Management and the Service Desk within large/medium size organisation.

About SABS

The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS); promote quality in connection with commodities, products and services; and render conformity assessment services and assist in matters connected therewith. Working for the SABS opens the mind to the world around you. We offer diverse career paths in a dynamic environment that nurtures and recognises talent and potential. Become part of our vision of being a trusted standardisation and business assurance solution provider and join a team that fosters accountability, excellence and innovation in an inclusive workplace.

SABS is an equal opportunities employer, and our recruitment will be done in line with the Employment Equity Act 55 of 1998 and our EE Policy.

Please note by responding to the advertisement, you consent to the collection, processing, and storing of your Personal Information in accordance with the Protection of Personal Information Act (POPIA). Your information will be used solely for purposes of recruitment and more specifically for the position you have applied for and will not be shared with third parties without prior consent unless required by law.

Please note that applications received after the closing date will not be considered.

Purpose Statement

To develop, implement and manage all ICT Service Desk and End-User Support and activities, reporting and strategies on behalf of the SABS to support strategic objectives and business operations.

Qualifications

Diploma + Advanced Diploma / B-Degree in IT, IS, Computer Science or related field (NQF Level 7)

Information Technology Infrastructure Library (ITIL) Foundation Certification is essential

MCSE: Desktop Infrastructure or Core Infrastructure Certification is advantageous

CCNA Certification is advantageous

Work Experiance

10 years relevant work experience in ICT

3 years managerial experience

Proven track record in managing an ICT service desk and support environment

Operational Management

• Contribute towards the development of an operational strategy for the Division and ensure alignment of this strategy with the plan for the ICT Service Desk and End-User Support business unit overall.
• Ensure productivity and efficiency is measured effectively against set objectives and implement improvements where required.
• Manage and ensure the drive of continuous improvement activities.
• Manage the business unit and ensure that it contributes to the achievement of business objectives
• Manage operations effectively to deliver services within timelines and prescribed quality through effective resource management
• Manage the provision of ICT Service Desk and End-User Support services to support the delivery of SABS Strategic objectives.
• Use insights gained through business information to compile reports, and metrics to measure success and inform the business decisions within area of responsibility.

Functional Management

• Manage and ensure an effective customer focused service desk functioning including incidents and call management, telephonic and remote support, end-user training, user access and password management according to standard operating procedures and relevant policies.
• Manage overall effective Technical desktop, laptop and printer support regards to set-up of PC/s, Laptops, Proximas as well as ongoing trouble shooting, installations, rebuilds, patching and remote support
• Ensure overall management of ICT service requests to prevent escalation and customer complaints and meet SLA's
• Ensure a high level of end user satisfaction through ownership, resolution, and appropriate escalation of issues and support tickets.
• Provide sound technical resources and senior escalation points for numerous technologies.
• Create consistent surveying process for customer survey and ticket follow-up, using automated surveys or personal follow-up, ensuring continuous improvements and foster a customer-centric environment.
• Ensure the compilation and provision of updated training material and information for Intranet and other relevant on-line use.
• Maintain an asset register for all ICT assets (hardware and software), in line with procurement and decommissioning control procedures.
• Create a knowledge base and cusrtomer services portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.

Risk and Compliance Management

• Ensure the mitigation of the business unit's risk profile through the identification and application of fraud controls and risk prevention principles and implementing of sound governance and compliance processes and tools to identify and manage risks.
• Responsible for the coordination and maintenance of quality risk management in line with relevant standards, Accreditation and regulatory requirements.
• Monitor changes in the legislative and regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.
• Drive the implementation of compliance with policies aimed at strengthening the SABS brand and stakeholder interface.
• Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
• Oversee the maintenance and effective implementation of Service Level Agreements / contracts to minimise business risk and ensure business continuity.
• Implement ICT governance, risk and compliance framework to protect the organisation's information assets
• Ensure adherence in the team to all relevant laws, policies and Standard Operating Procedures.
• Proactively evaluate related risks against changing trends and market/economic conditions.

Financial Management

• Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to support the implementation of set objectives.
• Ensure the effective implementation, management, monitoring of the budget, and mitigate and report on any variances.
• Ensure the deployment of proper financial controls to manage the budget.

People Management

• Proactively manage all direct reports in order to ensure that the strategic objectives for the division are met.
• Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team.
• Maintain an environment where employees respect and adhere to company standards of integrity and ethics by integrating these values into all processes, procedures and practices.
• Manage and lead ICT Service Desk and End-User Support by providing clarity of vision; prioritising resources; facilitating alignment of the team; managing non-performance, driving a customer-centric performance culture, setting appropriate KPA's and ensure the cascading thereof throughout ICT Service Desk and End-User Support and driving their achievement; inspiring commitment; encouraging mutual support; and enabling development opportunities.
• Implement a learning culture within scope of control.
• Drive performance management in line with the SABS policy within the team, and address performance challenges and develop subordinates to meet the expected performance standards.
• Be the change champion for all ICT Service Desk and End-User Support-wide change, culture and diversity projects and programmes

Stakeholder Management

• Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
• Build and maintain effective internal and external stakeholder relationships (for example Operations, Accreditation etc.) for the purpose of expectations management, knowledge sharing and integration, and to deliver operational excellence.
• Represent and participate in the organisation's committees and task teams when required.
• Convene, chair and attend meetings and present performance and business-related information to relevant stakeholders when required.
• Manage and resolve operational enquiries and complaints through timeous resolution and/or escalation as required
• Provide technical support and advocacy on ICT Service Desk related matters to the organisation.
• Ensure the documentation of all stakeholder engagements to ensure continuity for future engagements.