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    IT Helpdesk Support Specialist - Randburg, South Africa - Manpower Group SA (Pty) Ltd

    Manpower Group SA (Pty) Ltd
    Manpower Group SA (Pty) Ltd Randburg, South Africa

    1 week ago

    Default job background
    Description
    Our client who is a leader in the Legal sector is looking for an experienced software support specialist to join the IT Department.
    The ideal candidate needs to have a strong Office 365 background and advanced skills in MS Word

    Responsibilities:

    End-User 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
    • Understand the importance of company templates and formatting processes
    Transfer of knowledge
    • Transfer application knowledge effectively and timeously to end-users and team members
    Training
    • On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant (Practice Management Software)
    General
    • Assist HR with operations staff skills audits
    • Provide guidance on best practices for software maintenance and updates
    Communication (end users and team members)
    • Ask relevant questions
    • Communicate clearly and effectively with both technical and non-technical end-users, translating information into understandable terms
    • Keep end-user informed about the status of their reported issue/s and expected resolution times
    • Collaborate with the team to escalate complex issues that require further investigation
    • Good understanding of the business needs and the IT service delivery requirements
    • Follow company and IT procedures and security policies
    Experience, Skills and qualifications:
    • 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) Only candidates with Legal Sector experience will be contacted. If you dont have legal experience, please dont apply
    • iManage skills will be an advantage
    • Basic SQL skills will be an advantage
    Please note only shortlisted candidates will be contacted
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