IT HELPDESK SUPPORT SPECIALIST

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

Consultant: Stephnie Taljaard - Dante Personnel Cape Town