Junior It Helpdesk Technician

Job DescriptionKey skills / attributes / position-specific competencies : The following indicates what would typically be expected for this role at a competent level : Knowledge of Microsoft Desktop and server applications.Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).

Excellent written and verbal communication skills – especially in writing professional reports.Strong telephonic and written etiquette.Information technology system support skills.Excellent Microsoft Office skills.Professional and punctual approachmitment to customer service and exceptional attention to detail.High level of integrity and confidentiality.Able to work under pressure.Self-motivated.Problem-solving.Able to work on a rotational shift basis to cover weekend support.

There will be night shifts required, including graveyard shifts.

Responsibilities

• Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
• Utilize ITSM ticketing system aligned with ITIL framework for managing and prioritizing support tickets.
• Escalate any issues beyond Level 1 to appropriate support teams.
• Answer phone calls professionally and promptly and gather all client information about technical issues; provide remote support to clients in different regions.
• Collaborate with IT professionals to determine technical solutions.
• Manage escalations relating to IT infrastructure.
• Provide day-to-day technical support for all Hollywood Group / Bet Software services and third-party products.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office.
• Troubleshoot telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Install and maintain network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and hardware faults.
• Assist with upgrading / maintaining antivirus products.
• Troubleshoot VPN connections using Fortinet solutions.
• Troubleshoot hardware-related faults.
• Provide basic end-user training and gather customer feedback.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Monitor and report on branch connectivity alerts using the monitoring tools provided (Libre LMS / Nagios).
• Serve as the initial point of contact with customers and ensure exceptional customer service during their first interaction.
• Respond to multichannel tickets within required response and resolution SLAs.
• Update ticket entries with clear, informative written English without jargon or acronyms.
• Log all issues or faults correctly and accurately in the ticketing system.
• Provide feedback to customers on the status of all unresolved queries.
• Ensure protection of all user and company data in compliance with company privacy policies.
• Monitor branch connectivity via monitoring platforms to identify branches requiring assistance.
• Participate constructively as a member of the wider IT Department.
• Undertake any other tasks or one-off projects assigned from time to time.
• Demonstrate professional skills and a high standard of integrity.

Job Specifications

Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole.

We have outlined how you will bring our core company values to life in your role below :

It's always important to remember that success is a collective achievement, and we celebrate it as a team.

Fostering an environment with open and clear communication to ensure everyone is on the same page.

Team members are encouraged to use stand-up discussions / team / department meetings to communicate and exchange information that will benefit the team and contribute to BET Software's success.

Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT.

Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team. Approach your work with a spirit of creativity and curiosity, seeking new ways to improve processes and finding excitement in challenges. It's important to uphold a culture of honesty, transparency, and integrity in all our interactions.

At Bet Software, we value and respect our team members' different backgrounds, viewpoints, and experiences. Uphold the importance of remaining accountable for your actions and decisions. Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability.

It is critical to remember that even when assisting other departments, you are still representing Global Support.

Your work will represent the Global Support Team as a whole.

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