The Bosch Group is a leading global supplier of technology and services, and is divided into the four business sectors of Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. The Bosch Group’s products and services are designed to improve the quality of life by providing solutions which are both innovative and beneficial. In addition to the Bosch brand, the Bosch Group offers other brands that are tailored to individual customer requirements
Job Description
Provide IT Support
- Receive requests to assist users with IT hardware and software problems and set ups
- Prioritise the nature of the problem and schedule corrective action
- Investigate the problem, identify, and implement the solution as quickly as possible taking into consideration the urgency of the problem
- Install new software systems
- Provide infrastructure support as necessary
- Provide support to team as required
- Keep updated with new technology developments and trends
- Update calls on service desk application to meet SLA times
- Escalate faults to next tier support
- IT asset tracking and documentation
- Test patches and security updates (e.g. in partnerships with Central)
- Provide basic network support
- Assist with project tasks and roll outs
- Train users on new technologies rolled out
- Perform tasks as per security incident response plan
- Perform after hours standby support
Monitor Printers
- Monitor printers and toner levels daily
- Ensure printers are online and resolve issues within SLA
- Escalate and handover faults IT Support Technicians
- Follow-up on calls logged with service providers
- Prioritise the nature of the problem and schedule corrective action
- Ensure availability of printers to meet SLA
Daily Checks
- Inspect server rooms regularly and report any issues
- Inspect meeting rooms, test all equipment, and resolve issues or report to team
- Complete daily checks on systems i.e., internet links etc.
- Resolve or escalate and report on issues
Helpdesk Administration Support
- Receive requests to assist users with IT hardware software issues and requests
- Provide excellent service to IT users through phone or email
- Report back to customers on job progress and completion
- Assigning calls to the first, second and third level support teams
- Monitor and escalate calls as per SLA times
- Provide basic helpdesk reports
- Categorize calls correctly
- Track and route problems and requests and update resolutions
- Any other duties required to ensure an effective and efficient helpdesk service is delivered in accordance with ITIL
Qualifications
EDUCATION
- Microsoft Certifications, Degree in IT or related field
EXPERIENCE
- Good command of the English language
- 3 to 5 years’ work experience
SKILLS
- Excellent diagnostic and problem-solving skills
- Excellent communication ability
- Passionate about technology
- Ability to adapt in a growing environment
- Excellent Communication Skills
- Sharp Problem-Solving Skills
- The Ability to Work Within a Team
- Creative Thinking
- Analytical Thinking
Method of Application
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