Job Description
- Focus on Customers
- Ensures the delivery of exceptional customer service
- Develops a deep understanding of customers’ needs
- Recognises who customers are both internally and externally
- Seeks customer feedback to identify improvement opportunities
- Responds to the unique needs of individual customer contacts
- Surfaces/reports failure to meet customer requirements at the earliest sign of a problem.
- Building Collaborative Relationships
- Develops and maintains constructive relationships with others
- Fosters a sense of collaboration and deals with disagreements or different points of view in a constructive, successful manner
- Relates to people in an open, friendly and accepting manner regardless of their organisational level, personality, culture, or background
- Initiates interactions and conversations with others
- Willingly offers help or assistance to others when needed
- Readily involves others as appropriate to accomplish individual and group goals
- Looks for ways to collaborate with others
- Responds positively to explicit requests or cues from others.
- Communication
- Delivers clear, concise, accurate, effective and persuasive messages
- Attentively and actively listens to others to reflect and summarize others' comments to ensure understanding
- Prepares reports, documentation and other written information thoroughly and completely
- Conveys basic facts and information clearly in written communications
- Allows others sufficient opportunity to express themselves in conversation
- Proactively share timely updates and information with relevant parties
- Conveys spoken information clearly and concisely
- Speaks at an appropriate level of detail.
- Results Orientation
- Demonstrates and fosters a sense of urgency and strong commitment to achieving goals
- Delivers every time to agreed standards: time, cost, quality, efficiency, value
- Takes on and achieves stretching challenges, targets and project deadlines
- Sets high standards of performance for self and others
- Consistently achieves work objectives
- Puts in sustained effort to accomplish desired results
- Works to resolve routine problems independently
- Demonstrates reliable attendance and punctuality
- Identifies what needs to be done and does it.
- Adaptability
- Works effectively in the face of ambiguity, shifting priorities and rapid change
- Willingly adapts to shifting or competing priorities
- Deals constructively with mistakes and setbacks
- Accepts needed change
- Stays focused despite interruptions
- Willingly adapts to shifting or competing priorities
- Remains calm and reasonable amidst tense or stressful situations.
- Analysis
- Effectively examines events, issues and problems and determines implications
- Gathers and analyses the most critical information needed to understand problems
- Integrates information from a variety of sources to arrive at optimal problem solutions
- Focuses on important information without getting bogged down in unnecessary detail
- Analyses problems and issues from different points of view
- Defines reasonable alternatives to resolve problems or make decisions.
Job Requirements
Essential:
- A broad general overview of IT including basic knowledge of:
- Computer hardware (computers, printers/scanners, peripheral devices)
- Microsoft Windows 10/11, Microsoft 365 (Office), Android, iOS
- Network concepts.
- Fluency in English, both verbal and written.
- Ability to build relationships within the Company and with external bodies.
- Ability to learn quickly and adapt to new tools and technologies.
- Good communication skills, patience, supportiveness, trustworthiness and integrity.
- Previous experience with:
- Networks, servers and storage
- Experience with scripting languages
- Provision of end-user support
- MacOS.
Responsibilities
- Responding in a timely manner to service issues and requests (Help Desk), both on-site and remotely.
- Assisting the IT team with daily administrative tasks.
- Preparing, arranging and setting up a variety of equipment, hardware and software for end-users (laptops, mobile phones, accounts, etc).
- Contributing to the implementation of IT projects as part of the IT team.
- Overseeing the IT inventory.
Professional Experience
- Degree in Information Technology, Computer Science or related.
- Additional IT-related certificates would be advantageous.