Position: IT Helpdesk Support Technician
Reporting to: Network and Infrastructure Manager
Supervises: None
Position Summary:-
The IT Front-End and Helpdesk Support Technician is responsible for assisting users with IT related inquires and issues.
Duties and Responsibilities:-
The incumbent will be responsible for the following main areas:
- Offer 1st level of user support and assign or escalate tickets to higher levels issues requiring further attention based on requirements
- Manage Desktop Support function for all internal clients ensuring that calls are effectively responded to, updated regularly and satisfactorily resolved
- Monitors call closure, pending and outstanding calls
- Report on operational service performance and issues relating to quality
- Proactively review desktop technical processes, provisions and supplies
- Keep safe equipment passwords and materials under IT security policy
- Update records for IT equipment into Inventory System
- Internally promote and champion best practice in all technical areas covered by the Desktop Support team
- Assists in the analysis, installation, maintenance and upgrade of computer software and hardware.
- Ensure that all aspects of services are delivered in a timely and efficient manner
- Propose and indicate areas requiring attention and make recommendations where necessary.
Education and experience:
- Bachelor’s Degree level education in computer engineering or Information Technology
- Excellent IT knowledge with minimum of 1 year experience in the IT field
- Experience in telephony operations
- Professional certifications in Microsoft MCSE and/or Cisco CCNA an advantage
Key competencies and attributes:
- This position requires the selected candidate to work weekends, various shifts and holidays
- It is expected with limited supervision the candidate will be able to deliver each of the key objectives of the roles and responsibilities identified above.
- Highly self motivated with superior organization and coordination skills
- Enthusiasm and drive to commit to and deliver service quality
- Ability to take on responsibility
- Enjoys resolving problems and user interaction
- Desire to learn and improve skills and knowledge
