Description:
At Core Group, we’re proud to offer innovative products that meet the needs of our customers. The Core Group is a group of companies that represent the world's leading personal technology products and services in Sub–Saharan Africa. We believe in bringing products and services to people that’ll empower, enable, inspire and grow – achieved through supply chain management, marketing management, channel management, enterprise sales and media relations.
Purpose of the role
The Support Associates are IT support team providing technology and application support to the Core Group ensuring all end-users (clients) can affectively perform their day-to-day, and after-hour, activities using the Information Technology provided. All support matters are attended to in a timely and professional manner by this team ensuring for a stellar IT experience by clients.
Responsibilities
- Provide support to stakeholders while maintaining all Service Level Agreements (SLAs).
- Respond timeously to all tickets logged.
- Proactively identify and address issues.
- Take responsibility and ownership of all assigned tickets.
- Ensure tickets are correctly classified.
- Ensure ticket priorities are correctly set.
- Action all tickets professionally and in a timely manner until fully resolved.
- Ensure all tickets statuses are updated timeously to avoid breach of SLA.
- Provide escalation support when required.
- Follow up frequently with stakeholders for all tickets placed on hold.
- Work as a team ensuring all tickets is actioned accordingly as per KPA requirements.
- Reduce all aged tickets.
- Asset Management
- Documentation and SOP maintenance.
Required skills and qualifications
- The person must have a matriculation certificate.
- Ideally the person must be certified, or working towards, the applicable Apple Certified Support Professional (ACSP) professional deriving from the relevant MacOS Support Essentials training.
- Minimum of 1 year IT experience in a similar role.
- Experience with Apple products and solutions.
- Background in Information Technology.
- Customer service orientated.
- Strong communication skills.
- Problem-solving/troubleshooting skills.
- Ability to multitask.
Requirements:
- Provide support to stakeholders while maintaining all Service Level Agreements (SLAs).
- Respond timeously to all tickets logged.
- Proactively identify and address issues.
- Take responsibility and ownership of all assigned tickets.
- Ensure tickets are correctly classified.
- Ensure ticket priorities are correctly set.
- Action all tickets professionally and in a timely manner until fully resolved.
- Ensure all tickets statuses are updated timeously to avoid breach of SLA.
- Provide escalation support when required.
- Follow up frequently with stakeholders for all tickets placed on hold.
- Work as a team ensuring all tickets is actioned accordingly as per KPA requirements.
- Reduce all aged tickets.
- Asset Management
- Documentation and SOP maintenance.
- The person must have a matriculation certificate.
- Ideally the person must be certified, or working towards, the applicable Apple Certified Support Professional (ACSP) professional deriving from the relevant MacOS Support Essentials training.
- Minimum of 1 year IT experience in a similar role.
- Experience with Apple products and solutions.
- Background in Information Technology.
- Customer service orientated.
- Strong communication skills.
- Problem-solving/troubleshooting skills.
- Ability to multitask.