Desktop Support Analyst

at  Fragomen

Job Description
Desktop Support Analyst
Johannesburg
About us:
Fragomen is the world’s leading exclusive provider of immigration and mobility services. We are a firm of more than 6,200 professionals and staff spanning more than 60 offices worldwide. We support clients in more than 170 countries. We are problem-solvers, innovators and established thought leaders in immigration and broader services, providing strategic advice to a diverse range of clients from individuals to the world’s leading multinational corporations.
A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people, where providing exceptional client service is at the core of what we do. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger.
This position is responsible for providing support to employees in the local offices and remotely to the EMEA region. This includes, but is not limited to:

KEY JOB TASKS

• Act as an escalation point and initial contact for customer support requests pertaining to the firms applications and hardware.
• Provides technical support to customers on operational or maintenance aspects of IT equipment and serves as customer contact on technical and service-related problems.
• Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of firms’ applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
• Queue monitoring to identify possible issue trends based on submitted tickets
• Effectively diagnose and research escalated tickets to determine appropriate action
• Contribute to the development of the organization’s goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
• Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
• Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
• Collaborate with network services, server operations and/or application development in order to restore service and/or identify problems
• Image Laptops and Desktop PC’s
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• Perform installations, moves, software and hardware add ons and changes to end users IT equipment within established procedures.

• Act as “Smart Hands” for engineering teams as needed
• Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
• Assist with mobile phones and 3G cards set-up, review, maintenance and troubleshooting
• Deliver coaching to peers when necessary
• Supports video, audio and web conferencing through PC and VC units.

Productivity, Accountability and Efficiency

• Able to act under instruction with limited supervision
• Implement effective processes to manage workflow and meet deadlines
• Ensures work completed is accurate and follows standard layouts
• Assists in the review/improvement of methods/procedures relating to job responsibilitie