End User Support Consultant

End User Support Consultant

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Deliver effective second and third level technical support to a senior customer base, acting as the single point of contact to drive end-user technology issues to resolution across Microsoft Office 365, operating systems, subsystems and related products.

Key deliverables include advanced troubleshooting and resolution of standard to highly complex technical issues; accurate incident logging, tracking and escalation; closed-loop customer communication; creation and maintenance of support documentation and known-error records; mentoring of End User Support staff; user training on hardware and software; and collaboration with IT and business project teams to deliver high-quality technology solutions.

Qualifications

Type of Qualification: First Degree
Field of Study: Information Technology or related field
Licenses & Certifications: Apple Certified Mac Technician (ACMT), CompTIA A+ Certification, ITIL Foundations v3, MCDST - Microsoft Certified Desktop Support Technician, Microsoft IT Professional (MCITP)

Experience Required
5-7 years

• Solid experience in advanced support role within large/medium size organisation.
• Experience in AD Account Management and the Service Desk within large/medium size organisation.

Behavioural Competencies:

• Articulating Information
• Following Procedures
• Producing Output
• Providing Insights
• Team Working
• Understanding People
• Upholding Standards

Technical Competencies:

• Application Knowledge for Support
• Identity and Security Compliance
• Incident and Problem Management
• IT Knowledge
• IT Systems
• Service Level Management
• Stakeholder Management 
• Technical Analysis
• Trouble Shooting
• Written Communication