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Managed Talent Solutions a division within Datacentrix is looking for 2 Senior Service Desk Operator to be based in Kimberly. This is a 6 months fixed term contract.Qualifications and Experience:Relevant Diploma or degree in Computer Science or Information Technology5 years of related experienceCertifications, such as ITIL, CompTIA A, or relevant technical certificationsICDL, Microsoft Office Specialist.Solid understanding of computer systems, networks, hardware, and software applicationsComputer skills (MS Office suite)Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users effectively.Exceptional customer service skills and a strong commitment to providing a positive user experience.Roles and Responsibilities:Act as the primary interface between the user community and the support staffProvide telephone support as far as possible before escalating the problem to a qualified support technicianSchedule and prioritize support calls for attention by the most appropriate support technicianEscalate problem situations as appropriateProvide accurate and comprehensive solutions to customer problems by collaborating with relevant ICT team membersResearch, resolve, and respond to complex support requestsEmpower customers so that they can make more effective use of the ICT services available to themParticipate in team projects that enhance the quality or efficiency of the ICT ServiceDeskContribute solutions to the resolution databaseAcquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to customersProvide technical assistance and support to end-users, including troubleshooting hardware and software issues, network connectivity problems, and application errorsDiagnose and resolve technical problems in a timely manner, escalating more complex issues to the appropriate support teams, if necessaryInstall, configure, and maintain computer hardware, software, and peripheral devices, ensuring compatibility and adherence to organizational policies and proceduresRecommending the procurement and licensing of softwareAssist with the identification of licensing risksProvide input to the technical team around preferred softwareContribute to the development and implementation of ICT policies, procedures, and standards to ensure consistent and efficient service deliveryStay up to date with emerging technologies, industry trends, and best practices in ICT support to continuously enhance technical skills and knowledgeMeasure and monitor user satisfaction indicators and highlight any issues of concernPerform random customer satisfaction surveysTeach or assist with training coursesTest training and competency testing materialParticipate in evaluating new training and competency testing materialDevelop and coach colleaguesLead and assist other ICT ServiceDesk staff with support requestsPerform a quality assessment on ServiceDesk callsRelevant operational reports as and when requiredResearch and implement best practices See Description See Description Apply Now

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Jobs in Go!