• Job Description

  Req#: R-105476

  Want to be a part of our team?

  Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

  Working at NTT

  The Remote IT Support Analyst is responsible for providing support to end-users including 2nd Level Application and Technical Support to Dimension Data clients remotely.

  The Desktop Support Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters

  Performance Objectives:

  PO 1: Technical Support

  Primary Function : NOC

  • Provide remote support to Dimension Data Client end users
  • Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
  • Provide VIP support to client’s executive members
  • Troubleshoot software and hardware related incidents and requests remotely.
  • Perform application troubleshooting and support as per incidents and requests
  • Work with vendors and internal resources to facilitate resolution of incidents and requests

  PO 2: Ticket Management

  • Respond to Incidents and Requests assigned via the ITSM Tool
  • Ensure Ticket updates are current and end users informed of progress
  • Respond to and Resolve incidents within SLA
  • Assess, review and resolve assigned calls within stipulated SLA
  • Escalate tickets where applicable

  PO 3: Client Engagement

  • Communicate effectively with relevant Stakeholders including team members and Management
  • Liaise with end users to effectively reach resolution on incidents and requests
  • Keep users informed of priority changes and timing of resolutions

  Follow up with users to confirm that resolutions met requirements before closing the ticket

  PO 4: People Engagement

  • Provide support both at a soft engagement and technical to the Dimension Data Client End Users
  • Act as onsite liaison between Dimension Data and Client if the need arises.

  Qualifications and Experince

  Matric

  A+

  MCSE / MCSP (advantageous)

  AppleMac Certification (advantageous)

  Relevant IT diploma (advantageous)

  ITIL Foundation (advantageous)

  Network +

  Drivers Licence

  3 -5 Years within an IT Desktop Support environment

  Degree or Diploma and required Certification with 2 to 4 years related experience.

  #Dimensiondatacareers

  What will make you a good fit for the role?

  Behavioural Competencies

  Punctual, Team Player, Attention to detail, Display a high level of service excellence.

  Technical Competencies

  ITIL framework and Service Desk Technologies

  Special Requirments

  Working according to customer working business hours with occasional overtime as required.

  Equal Opportunity Employer

  NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

• About the company

  Together we do great things

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