Job Purpose:

Operational role in Aspen TESS and is responsible for providing technical support, managing endpoint devices and ensuring a seamless IT experience for end users. This role involves troubleshooting hardware and software issues, managing device configurations, deploying applications and optimising EUC environments to enhance productivity and security.

Requirements:

Service Desk Operations

• Perform day-to-day operations of the service desk to ensure efficient handling of incidents and support requests.
• Maintain clear and effective communication with end-users regarding the status of their tickets. End-User Support
• Provide local and remote support for end-user devices, including desktops, laptops, mobile devices, printers and peripherals.
• Deliver user support, including executive-level support, ensuring a seamless user experience. Endpoint Management
• Configure and deploy endpoints using tools such as Microsoft Endpoint Manager (Intune), SCCM or equivalent.
• Manage application support, deployments and updates. Security and Compliance
• Ensure endpoint security by overseeing encryption (BitLocker), patching and compliance policies. Collaboration Tools
• Support and administer collaboration platforms, including Microsoft 365 (Teams, Outlook, OneDrive, SharePoint). Service Level and Performance
• Perform within service level agreements (SLAs) to guarantee high-quality service delivery and customer satisfaction. Continuous Improvement
• Identify and implement opportunities for improvement to enhance service delivery.
• Foster a culture of continuous improvement within the IT support function.
  
  

Qualifications & Experience:

Matric / Grade 12

B.Com / BSc. Computer Science degree or equivalent work experience

Current industry certification (i.e., ITIL, COBIT, GxP, GAMP etc.)

5+ years’ experience of managing relationships with internal business customers

Experience and sound knowledge of service incident and request management methodologies

5+ years’ experience coordinating a service desk function in a large complex/matrix global organisation

5+ years’ experience and knowledge of service desk technologies and processes and working with internal and 3rd parties in a multivendor approach.

Teamwork

Initiative

Results oriented

Focused

Problem-solving and good judgment

Cooperation

Proactive

Active listening skills

Pragmatic

Empathy

Technical / professional knowledge

Industry knowledge

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