Internal Client Services - Senior IT Technician
- Full-time
- Service Line: Internal Client Services
Company Description
About Deloitte
Deloitte is the largest private professional services network in the world. Every day, approximately 264,000 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose – to make an impact that matters. Click here to read more about Deloitte.
About the Division
It takes a high-powered network of internal support professionals to keep Deloitte going strong. The internal services function provides a wide variety of support services to our organisation and people.
Rewarding career opportunities are available in:
Human resources
Information technology
Marketing and Communications
Financial support services, and much more.
As with all the functions in Deloitte, a core set of competencies is associated with each internal service area. An overall understanding of value-added client service, the experience to work in multifunctional and cross-border teams, strong business acumen, and the instinct to think and act globally are essential for advancement within Internal Client Services.
Job Description
What impact will you make?
Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivalled opportunities to succeed and realize your full potential.
Main Purpose of Job
Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of incidents and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems. Able to give advanced telephonic training on systems. Be able to manage the incident to completion.
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
Operational Effectiveness
- Works collaboratively with GIS 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
- Assists in training of users on commonly used software for utilities
- Installs, maintains and supports all Deloitte approved applications
Development/Growth of Team
- Actively works to address identified development areas
- Cultivates ability to give effective development feedback both upwards and to peers
Budgets and Profitability
- Effective use of time, equipment and resources
Differentiators for this specific role
May do any/all of the following:
- Manage third party calls (suppliers / vendors issues)
- Participates in projects as required
- Create and Maintain client relationship
- Install and configure of standard hardware & software
- Maintain a tidy environment
- Administration and filing for IT service desk
- Filling in for absent colleagues
- Compiles reports for manager / business as required (call statistics, incidents, etc.)
- Monitoring of SLA of calls ( SLA 98%)
Key Competencies required / Talent Standards Capabilities:
Leadership Capabilities
Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact
Influence - Actively focuses on developing effective communication and relationship-building skills
Performance drive - Understands expectations and demonstrates personal accountability for keeping performance on track
Strategic direction - Understands how their daily work contributes to the priorities of the team and the business
Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent
Professional Capabilities
Knows the business and industry - Knows how member firm business works and keeps up-to-date on industry activities, marketplace trends and leading practices
Manages to results - Takes responsibility for assigned areas and contributes to the successful realization of common goals
Manages and executes projects - Prepares and manages work plans to ensure efficient and timely completion of work
Solves problems - Identifies and solves problems objectively using analysis, experience and judgment
Manages quality and risk - Understands and applies quality assurance and risk management procedures in all areas of work performed
Manages change and ambiguity - Is adaptive and flexible in the face of change and ambiguity
Technical Competencies
· Solid technical knowledge in specific functional area
· Good skills in analysis and report writing
· Experience in drafting of final presentations and reports for business
· Fully competent in Microsoft suite, and programs relevant to role
· Competent in Windows and Mac Support relevant to role
· Good understanding of business principles
Behavioural Competencies
- Good communication skills, both written and verbal
- Problem solving ability
- Interpersonal and relationship building skills
- Client delivery focus
- Adaptable
- Focus on quality and awareness of risk
- Desire to develop self
- Business acumen
*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.
Qualifications
Qualifications & Experience Required
Microsoft MCP (Microsoft Certified Professional), MCDST (Microsoft Certified Desktop Support Technician)
2-4 years within a similar role
A+, IT Diploma
Mac Certification
Preferred
ITIL Certification
HDISCA (HDI Support Center Analyst)
HP Hardware certification
Network Certification
MCSA (Microsoft certified System Administrator)
IT Degree
4 years’ working experience, 3 years in a similar role