Job Description

The ATS division within Deloitte is looking to hire an IT Technician on a fixed term contract basis who will, under direct supervision perform simple, onsite hardware, software and peripheral updates and repair within a predefined SLA. Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. Provides adhoc end user training on the use of systems
The candidate will bring with them, 1 year and above IT support experience, preferably within a large corporate environment.

Qualifications
Minimum Qualifications

Comptia A+ and/ N+ certification

Desired Qualifications

Microsoft MCSA (Microsoft Certified Solutions Associate) certification

Additional Information
Differentiators for this specific role

Create and Maintain client relationship
Install and configure of standard hardware & software
Maintain a tidy environment
Administration and filing for IT service desk
Manage third party calls
Filling in for absent colleagues
Monitoring of SLA of calls (SLA 98%) on Service Now
Logging system detail
Assists with AV setups for events

Key Performance Areas:

Strategic Impact
Under supervision, provides user support on IT queries in respect of hardware and software issues 

Client Impact: External / Internal

Solves user queries remotely within SLA
Escalates issues to technical experts that cannot be solved 
User connectivity
Immediacy and resolution

Operational Effectiveness

Works collaboratively with ATS team to ensure calls are closed in the shortest possible time span 
Logs calls accurately with all detail onto system 
Tracks queries through to resolution and closes them on logging system
Assists team members as required
Remains aware of risk in area of expertise in alignment with Deloitte policies and processes 
Assists users through transfer of knowledge on MS Office Suite, IT processes and procedures

Technical Competencies 

Sound technical knowledge in Microsoft Office suite and operating system
Advanced knowledge of networks, IT infrastructure and applications