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.

Main Purpose of Job

• The primary focus is to provide 1st and 2nd line technical support in a client facing environment in order to achieve high levels of customer satisfaction.
• 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.

Principal Accountabilities

• Logging Incidents/Requests
• Provide desk-side support as assigned from the Service Desk
• Deliver a professional and consistent level of service that provides resolutions within agreed deadlines
• Promote an environment where the business receives outstanding client service
• Assist with Support documentation review and revision
• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT
• Work collaboratively with Service Desk and support teams
• Undertake service analysis, proactive service monitoring or project activities as assigned
• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and solutions articles as support tools for other support staff
• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents
• Available as per the afterhours support schedule
• Acting as a point of escalation for support queries from more junior Technicians which are beyond their technical capability
• Identify and take part in initiatives to improve the quality and effectiveness of the department.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IT Services team.
• Identify problem trends to management and possible actions to assist with process improvement.
• Ensure that assigned IT service incidents are managed effectively and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
• 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%)
• Logging system detail

Provide Walk up Support, including but not limited to:

• Computer set-ups
• Computer hardware repairs
• Printing
• Asset Management
• AV/VC Support
• Local Software support
• Network cabling

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
• User connectivity
• Immediacy and resolution

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

Minimum Requirements:

• Grade 12 / Matric: Essential
• CompTIA A+ and/or CompTIA N+: Essential
• MS Office – Intermediate - Advanced: Essential
• MCP / MCSA: Desired
• MCSE: Desired
• CompTIA Security+: Desired
• ITIL Foundation: Advantageous
• Comptia Project+: Advantageous
• IT Related B-Degree: Desirable

Minimum Experience & Technical Competencies:

• 4 years general IT support experience
• Experience preferably within large corporate
• Mobile platform support
• Printer Hardware / Drivers
• Audio visual
• Specialized local office applications
• Enthusiastic and Interested in the IT field
• Understanding and proven ability to support IT end users
• Clear, courteous telephone manner
• Excellent verbal and written communication skills
• Task prioritization
• Self-motivated
• Team player
• Work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests
• Proactive and resilient
• Ability to handle pressure situations
• Ability to prioritize tasks with different levels of impact and urgency
• Ability to work unsupervised
• Encourage interaction
• Support customers on all levels via email, phone and IM
• Strong technical knowledge
• Good analytical skills
• Attention to detail
• Work independently
• Troubleshoot, diagnose and resolve most requests received
• Detail oriented and able to effectively and accurately document technical issues and requests
• Report writing skills
• Presentation skills
• Confident
• Working knowledge of networks, IT infrastructure and application
• Tech Savvy
• Good troubleshooting skills
• Passionate about technology

Talent Standards
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

Note:
The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.