IT HELPDESK SUPPORT SPECIALIST

SUMMARY:
IT HELPDESK SUPPORT SPECIALIST - EE Candidates preferred

SANDTON

R 480 000 - R 520 000 CTC P/A DEPENDING ON EXPERIENCE

Our client is looking for an experienced software support candidate to join the team. The ideal person must have a strong Office 365 background, advanced MS Word skills, and be able to quickly learn new software applications

POSITION INFO:
Minimum requirements:

• Matric is essential
• Very good understanding of Office 365 products
• Advanced MS Word skills – including templates,
  styles and macros
• Excellent command of written and spoken English
• Strong working knowledge of IT
• Active Directory
• User training experience (MS Word, iManage)
• Minimum of 5 years legal experience in an IT Helpdesk capacity (non-negotiable)
• iManage skills will be an advantage
• Basic SQL skills will be an advantage
• End-support:
• Handle user requests via the Helpdesk system, telephone and e-mail. Provide timely and professional assistance to end-users. Guide end-users through step-by-step solutions or provide clear instructions to help them resolve software issues
• Problem Analysis and Solving:
• Ability to quickly assess and resolve issues during a user's phone call. Analyse and gather information about software issues. Research and identify solutions to software issues. Test and replicate reported issues to verify their existence and determine the best course of action and resolution
• Transfer application knowledge effectively and timeously to end-users and team members
• On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant (Practice Management Software)
• Assist HR with operations staff skills audits. Provide guidance on best practices for software maintenance and updates
• Communication (end users and team members) - Great communication and interpersonal skills, communicate in a professional manner with individuals at all levels
• Application knowledge transfer to end-users
• Customer service orientation
• Advanced trouble shooting and multi-tasking skills
• Be able to work as part of a team and independently when required
• Work well under pressure to meet the operational team objectives
• Able to work in a dynamic environment where one day never looks like another
• Have a hands-on approach and not afraid to roll up your
  sleeves and get stuck in
• High attention to detail
• Professional, punctual and organized
• Self-motivated and able to work independently
• Ability to multi-task and prioritize tasks efficiently
• Ability to be assertive while at the same time maintaining a high level of respect
• Take responsibility of assigned tasks and duties
• Curiosity / desire to learn new things
• START DATE 1 AUGUST