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

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