Job details
he role of Help Desk Officer is to support the day-to-day IT operations of the desktop environment The major accountability of the role is the quality, responsiveness, effectiveness and accessibility of help desk service for staff, which have an impact on the productivity and services.
Key Responsibilities
- Provide first point of contact for all staff enquiries and requests and to log, resolve, track and /or escalate staff problems to the help desk coordinator or team leader systems delivery.
- Follow up network users enquiries (telephone and in person) using an appropriate method of communication to facilitate prompt query resolution and good customer service.
- Provide support and advice to the Team Leader Systems Delivery in relation to desktop support matters and in the absence of the Team Leader, provide guidance to other Information Services staff to ensure a high standard of service is provided at all times to network users.
- Provide assistance in the preparation and maintenance of system documentation, including configuration elements, within specified requirements and timeframes.
- Update and maintain the Help Desk call logging system.
- Manage and maintain the Asset register.
- Provide general office administrative support to the team, including but not limited to, the ordering of computer supplies & printer toner as required.
Knowledge and Skills
- A demonstrated broad knowledge of application software including MS Office (Word, Excel, PowerPoint, Project) and other applications.
- Experience working with Windows 7 in a WAN environment.
- An understanding of Windows Server 2008 / 2012 & Exchange 2010 & Citrix
- Experience in user administration of Active Directory.
- Experience in supporting desktops, laptops, smart devices and printer troubleshooting.
- Knowledge of SOE principles and concepts.
- Understanding of Networking (DHCP, routing, proxy’s and firewalls etc.).
- An understanding of wireless technology and SCCM.
- An understanding of IP based telephony / PABX.
