Job description

Henley & Partners, the global leader in residence and citizenship planning, is looking for a proactive, service driven,  inspired, passionate and hardworking Desktop Support Analyst to join its Cape Town team.The team consists of Group Marketing, SA sales and Group IT and the incumbent will be responsible for coordinating the technical functions required to support computer users, supporting the IT infrastructure and delivering first-level user support. Ensuring that all IT infrastructure and office equipment is in keeping with the allocated budget and meets with business operational requirements – thereby enabling an optimal working environment and uninterrupted service delivery to all users. Will provide first-level user support, to ensure high-level continuous performance for the above business units.

The candidate will be a key player in assuring a strong level of support for the solution of typical IT-related incidents associated with the use of our various corporate services, using a ticketing system, as well as the administration of some additional services.

 Key responsibilities

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) across a range of software applications.
• To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to the Group IT support team where necessary.
• Work with infrastructure providers (printers, telephones, internet, off-site backup file storage, office access and surveillance) to assure that the office receives the best service at the lowest price.
• To purchase, install and configure new IT equipment.
• In consultation with Group IT, co-ordinate and manage the creation of email accounts for new users and the subsequent set-up of these email accounts.
• Upgrade different types of software and hardware and office equipment (e.g. (e.g. printers, copiers, scanners, televisions, tele and video conference equipment and headphones).
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant legislation, policies and procedures as applied by the Group IT Policy.
• To assist the Office Assistant and Executive Assistant in running the Great Westerford office.
• To attend to the assigned ticket tasks as per Group IT requests.
• To compile, track and report on the hardware and software assets of the three business units (Group Marketing, Group IT and Sales), on a quarterly basis.
• To compile and track the annual IT budget, monthly.
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
• First-level user support for all users in these business units ensuring superior customer service.
• Local and remote support of desktop and LAN Hardware and Software.
• Creation and maintenance of relevant documentation.

Technical support and maintenance of information systems

• Identifies computer hardware, software and telecommunications malfunctions and takes appropriate action to resolve issues ensuring data/system integrity.
• Analyses problems (both technical and operational) and dispatches vendor representatives to resolve problems.
• Assists in capacity planning and acquisition of personal computers and other equipment.
• Analyses, tests and implements personal computers, servers, and other equipment for data and voice networks.
• Implementation of software as and when required.
• Performs system management functions and operations of servers.
• Assists in the acquisition, installation and configuration of computers, peripheral devices, servers and voice systems.
• IT management and maintenance of desktop computers and printing services.
• Assists in the support of administrative computer-based applications.

Coordination of information systems 

• Coordinates, manages and executes projects, as assigned, tracks major developments, and revises deadlines as appropriate to meet changing needs and requirements. 
• Prepares business cases for selected projects.
• Coordinates, implements, and improves overall operational practices and procedures within the business in collaboration with staff.  
• Tracks and monitors the progress of incidents through the interpretation of policies, standard practices, procedures and collective agreements to identify interventions and resolutions.
• Coordinates and manages, within assigned areas and in consultation with the Office Assistant and Executive Assistant, the assignment of computer technology including renovations, and maintenance as necessary.

Authority (decisions made in executing responsibilities and to achieve results)

• Engaging services and support from service providers.
• Definition of operational measures, guidelines and best practices for the office managed.
• Procurement of suppliers and any other resources required.

Minimum qualifications and professional experience requied

• Minimum five years’ experience in a similar role.
• Tertiary qualification; advanced diploma or equivalent in ICT or other related disciplines.
• Experience in the configuration of IT infrastructures, including but not limited to Microsoft Windows 8.1 and 10, LAN, WLAN, printing, PC, PABX and telephone systems and other desktop technologies. 
• Experience in dealing with first-line user support in a customer-oriented manner.
• Fluent in written and verbal business English.   
• An ability to recognise and respond to diverse thinking styles and a global mindset.
• Some familiarity with Linux mindset. (advantageous)
• Awareness of ITIL or other IT service management best practice industry certification. (advantageous)

Company Description

Henley & Partners Group is the global leader in residence and citizenship planning. Each year, hundreds of wealthy individuals, families and their advisors rely on our expertise and experience in this area. Our highly qualified professionals work together as one team in over 30 offices worldwide. The concept of residence and citizenship planning was created by Henley & Partners in the 1990s. The firm also runs an industry-leading government advisory practice. We have raised more than US$ 6 billion in foreign direct investment and been involved in strategic consulting and the design, set up and operation of several of the world’s most successful residence and citizenship programs.

Requirements

Skills required

• Good interpersonal skills, given the strong relation to the user community
• Excellent Planning, organizing judgement and decision-making
• Ability to balance and prioritize multiple responsibilities and effectively manage projects
• Innate understanding of IT office infrastructure     

 Competencies

• Team player 
• Ability to work independently
• Ability to plan own work and deliver on deadlines
• Ability to work proactively and solutions-driven
• Good analytical skills
• Excellent attention to detail
• Advanced computer skills 
• Good ability to handle difficult customers
• Excellent verbal communication
• Excellent technical knowledge/proficiency
• Tolerance of stress

 Application requirements (applications failing these requirements will be discarded)

1. Cover letter stating: how you meet the above requirements and gross monthly salary expectations
2. Comprehensive cv with reasons for leaving each position and no gaps in employment dates 

Closing date: 31 January 2018

Posted on 04 Jan 14:45