Our IT department currently seeks a reliable, flexible and responsible individual to field all calls to our IT Service Desk. The successful candidate will be a quick and logical thinker who is able to converse eloquently and professionally. A strong interest in Information Technology is critical.
Responsibilities:
- Field and Prioritize Calls: Receive, log, and prioritize incoming calls from users regarding IT issues, ensuring that urgent problems are addressed promptly.
- Escalation Management: Identify and escalate complex issues to second and third-line support teams, providing detailed information to facilitate swift resolution.
- After-Hours Support: Participate in an on-call rotation to provide after-hours support, ensuring continuity of service for critical business operations.
- Service Improvement: Proactively identify areas for service improvement on the service desk, suggesting and implementing solutions to enhance efficiency and effectiveness.
- Shift Work: Work rotating shifts from Monday to Sunday as per the agreed schedule, ensuring coverage during peak times and business hours.
- Administrative Duties: Perform administrative tasks related to incident management, including logging, and updating tickets, maintaining documentation, and producing regular reports on service desk performance.
Requirements:
- Service Desk Experience: Minimum 2-3 years of experience in a service desk or technical support role, with a proven track record of resolving user issues effectively.
- Retail Experience (Advantageous): Prior experience in the retail industry would be advantageous, particularly in understanding the unique IT requirements and challenges of retail environments.
- IT Qualification (Advantageous): Tertiary qualification or relevant certification in IT is advantageous, demonstrating a solid foundation in IT principles and practices.
- Technical Skills: Proficient computer literacy with working knowledge of Microsoft Office suite, Point of Sale (POS) systems, Oracle Retail and SAGE X3 or similar ERP software.
- Understanding of Computer Hardware: Familiarity with computer hardware components and terminology, enabling effective communication with users and troubleshooting hardware-related issues.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate technical information clearly and effectively to users of varying technical abilities.
- Interpersonal Skills: Strong interpersonal skills with the ability to liaise with stakeholders at all levels of the organization, fostering positive relationships and delivering exceptional customer service.
- Problem-Solving Ability: Strong problem-solving skills with the ability to analyse issues, prioritize tasks, and implement effective solutions under pressure.
- Team Player: Self-motivated team player with the ability to collaborate effectively with colleagues, contributing to a positive and supportive work environment.
- Ability to Manage Pressure: Ability to manage the demands of a pressurized work environment, remaining calm and focused while addressing user issues and meeting service level targets.
Please note: The Cape Union Mart Group is committed to transformation. Appointments and promotions will be made based on candidates who best meet the requirements for the position. Preference will be given to candidates who will enhance the diversity of the team, aligned to our Employment Equity plan.