Background information about the job or company

Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. "Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the primary g...

Responsibilities or duties

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 or requirements

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 needed

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.

Any other provided details

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

• 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.
• 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.
• Collaboration with IT and business project teams to deliver high-quality technology solutions.

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

• First Degree
• Information Technology or related field
• Apple Certified Mac Technician (ACMT)
• CompTIA A+ Certification
• ITIL Foundations v3
• MCDST – Microsoft Certified Desktop Support Technician
• Microsoft IT Professional (MCITP)