Job Title: IS Helpdesk
Incumbent: Supervisor/Manager’s
Title: IS Director
Essential Job Responsibilities:
Essential Job Responsibilities:
- First
level of business interaction
- Communication
& Escalation Management
- Follow-up’s
& Issue closure coordination with internal team
- Remedy
Management & ticket allocation
- Remedy
Daily Reporting
- L1
Documentation
- 9x6
Mon-Fri Support First level of support (Min 40% of total monthly tkt)
- Field
incoming help requests from end users via both telephone and e-mail in a
courteous manner.
- Document
all pertinent end user identification information, including name,
department, contact information, and nature of problem or issue.
- Prioritize
and schedule problems. Escalate problems (when required) to the
appropriately experienced Engineer.
- Record,
track, and document the help desk request problem-solving process,
including all successful and unsuccessful decisions made, and actions
taken, through to final resolution.
- Identify
and learn appropriate software and hardware used and supported by the
company.
- Perform
hands-on fixes at the desktop level
- Test
fixes to ensure problem has been adequately resolved.
- Perform
post-resolution follow-ups to help requests.
- Work
with regional Production Delivery lead of Africa to drive helpdesk
improvement initiatives.
Job profile:
- MS
Office application (like Word, XL, Adobe, Visio, Project etc)
- Dell
Hardware installation and trouble shooting
- Printer
Installation Installation/configuration & trouble shooting
- Know
how about Patches scripts implementation & technology
- Antivirus
(Symantec)
- Exchange
2003/2007
- Windows
2003 Server
- Windows
XP/Vista
- MS
Outlook
- LANDESK,
ALTIRIS
- Fair
knowledge about WAN/LAN
- Trouble
shooting for network cabling
- Backup
operations
- Desktop
and Notebooks setup and daily management
- IT
Policy development, Administration and management in conjunction with
internal processes
- Microsoft
Patches Administration and management on the client systems
- Management
of changes across business, Technology and process boundaries in
conjunction with internal processes
- Warranty
Management as an escalation to third party vendors
- Ensure
the reports are generated and sent to appropriate personnel – These
include trend analysis and health check reports
Qualifications
- Educated
to minimum bachelors degree level ideally in computer related subject -
from a recognised University
- Ability
to Manage Data
- Minimum
2 years experience
The job is on one year contract.
Apply at www.kimberly-ryan.net
Apply at www.kimberly-ryan.net