Job Summary
We are seeking a seasoned ICT professional to join our team as a Senior ICT Customer Support Officer. This role involves providing technical expertise and strategic insights to meet the IT needs of the organization.
About the Role
The successful candidate will be responsible for:
* Providing senior technical experience and strategic insights to meet the IT needs of the organization.
* Working closely with the ICT teams to devise, plan, implement, and manage a comprehensive client service operation.
* Delivering frontline technical support to the organization.
* Updating and documenting best practices and support procedures.
* Participating in technical research and development to enable continuing innovation and improvement within the current environment.
* Contributing to the planning, design, development, and implementation of policies and procedures to ensure system access that is consistent with organizational goals, industry best practices, and regulatory requirements.
* Completing other tasks, such as report writing and general project assistance as required.
Key Responsibilities
The ideal candidate will have:
* Demonstrable experience in Service Desk and customer service as it relates to the delivery of services.
* Demonstrated ability to support others to pre-determined outcomes.
* Demonstrable experience with hardware and software troubleshooting functions, including familiarity with using set procedures and policies to guide decision-making.
Required Skills and Qualifications
To be successful in this role, you will need:
* Qualifications and experience as listed above.
* Demonstrated experience as listed in the Specialist Skills and Knowledge section.
* Demonstrated ability to champion, model, and promote corporate values.
* Excellent communication skills, both oral and written, including a proven ability to communicate effectively with those of varying technical understanding.
* Strong troubleshooting skills, with an ability to learn.
* Experience working in an ICT support role.
* Professional attitude and leading by example.
* Passionate about ITIL Service Management with a general thirst for digital knowledge and a significant interest in supporting legacy and new emerging technologies.
Benefits
This role offers a range of benefits, including:
* A hybrid working environment with flexible arrangements.
* Opportunities for professional development and growth.
* A collaborative and supportive work environment.
How to Apply
If you are a motivated and experienced ICT professional looking for a new challenge, please submit your application. We welcome applications from all walks of life and celebrate the diversity and richness this brings to our workplace.
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