Internal Client Services - Africa Technology Services - IT Technician (Port Elizabeth) 12 Months FTC

  • Nelson Mandela Bay, Gqeberha, Port Elizabeth, Port Elizabeth, Eastern Cape, South Africa
  • Contract

Company Description

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at www.deloitte.com

About the Division

As Africa Technology Services (ATS), our objective is to provide the firm and our people with the means, knowledge and technical support to fulfil our professional responsibilities. The ATS division serves as a support function at Deloitte and is comprised of the following teams: 

  • PMO – Project Management Office
  • BMS – Business Management Services
  • SAP – Systems, Applications and Products
  • IAAS - Infrastructure as a  service
  • BSASI – ATS  Business Analysis
  • CAD - Centre of Application Development
  • USS – User Support Services

We are committed to empowering the firm by establishing an environment of continuous learning, challenging experiences, and enriching career opportunities. We are connected by a collaborative culture that fosters integrity, outstanding value, and strength from cultural diversity.

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.

Job Description

Main Purpose of Job

  • Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in an organisation within a predefined SLA.  
  • Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. 
  • Provides adhoc end user training on the use of systems
  • To assist with software refresh on computer workstations to Windows 20h2 with O365
  • To support the business with self-initiated software upgrades
  • To perform software upgrades on computers to a schedule and checklist
  • To check, unpack, prepare, upgrade and replace end of live hardware 
  • Provide ad hoc IT support and troubleshooting
  • Under supervision, to ensure quality assurance throughout the migration process

Differentiators for this specific role

  • Create and Maintain client relationship
  • Install and configure of standard hardware & software
  • Maintain a tidy environment
  • Administration and filing for IT service desk
  • Manage third party calls 
  • Filling in for absent colleagues
  • Monitoring of SLA of calls (SLA 98%)
  • Key Performance Areas:
  • Strategic Impact 
  • Under supervision, provides user support on IT queries in respect of hardware and software issues

Key Performance Areas:

Client Impact: External / Internal

  • Solves user queries remotely within SLA
  • Escalates issues to technical experts that cannot be solved

Operational Effectiveness

  • Works collaboratively with ATS 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

Development/Growth of Team

  • Actively works to address identified development areas 
  • Cultivates ability to give effective development feedback both upwards and to peers

Budgets / Profitability

  • Effective use of time, equipment and resources

Competencies

Technical  

  • Basic technical knowledge in Microsoft Office suite and operating system
  • Working knowledge of networks, IT infrastructure and application

Behavioural 

  • 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
  • Maintain client relationship
  • Install and configure of standard hardware & software
  • Maintain a tidy environment
  • Administration and filing for IT service desk
  • Manage third party calls
  • Filling in for absent colleagues
  • Monitoring of SLA of calls (SLA 98%) 

 

     

      Qualifications

      Minimum Requirements: 

      • Minimum Qualifications: CompTIA A+ and/or N+ certification 

      Minimum Experience

      • 1 year in IT support 
      • Imaging machines with Windows and Office products.  
      • Backing up and transferring of documents
      • Can demonstrate working knowledge regarding – both Hardware (Laptop/Desktop experience, HP advantageous) and software related (windows 10, Office 365 required, mac advantageous) 
      • Can follow an IT test script
      • Demonstrates basic troubleshooting skills
      • Desired Qualifications: Starting Microsoft certification, Degree or Diploma (in some countries in Africa)
      • Desired Experience: Experience preferably within large corporate

      Good theoretical understanding of:

      • Following IT best practices, processes and procedures
      • Working in a corporate environment

      Ability to communicate in such a way as to:

      • Good spoken and written communications skills 
      • Listen and understand the customers’ needs
      • Articulate in a clear and understandable manner steps to resolve IT issues
      • Polite, well mannered, clear, confident 
      • Engaging and warm tone

      Collaborative / Team player skills:

      • Teachable and Eager to learn 
      • Positive and uplifting attitude
      • Able to follow through on routine processes with accuracy and attention
      • Willing to assist team wherever necessary 

      Passion:

      • Understanding, using, and leveraging Technology
      • To give exceptional service and assist others
      • To do everything with excellence 

      Additional Information

      Technical Competencies

      • Basic technical knowledge in Microsoft Office suite and operating system
      • Working knowledge of networks, IT infrastructure and applications
      • Tech Savvy 
      • Good troubleshooting skills
      • Passionate about technology
      • Windows and Office technical skill
      • Computer Hardware skills

      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 

      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

      *Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.

      Privacy Policy