INFORMATION TECHNOLOGY HELPDESK OPERATOR

Fixed term contract for 6 months

Applications for interested and suitably qualified candidates are invited in respect of the above position.

PURPOSE
To facilitate call logging and Information Technology procurement and ensure that all requests logged are attended to timeously.

MAIN JOB FUNCTIONS
Helpdesk Operations
? Logs requests and assigns to the relevant technicians within the Information Technology Department
? Provides first line of support to users prior to assigning to a technician
? Facilitates an external resources call out if the technical request cannot be resolved internally
? Provides feedback to requestors on various request logs and After Sales Support of Calls Logged to ensure Customer is satisfied (as per the Client Satisfaction Assessment system).
? Provides reports to line managers relating to call log summaries
? Ensures that user access forms are correctly completed and logged and attended to timeously and filed correctly
? Updates policies, procedures and user access forms when required
? Ensures Service Level Agreements between IT and other divisions are kept updated and the response times & actioning contained in SLA’s are honoured.

Procurement
? Receives equipment requisition from users and contacts suppliers to obtain various quotations that meets the users requirements
? Compares all quotations that are received in order to ascertain that budget requirements are met and pricing is competitive
? Prepares order notes and obtains relevant signatures for processing of the order with the supplier
? Receives delivery of items ordered and records the necessary information in the asset tracking register
? Assigns a technician to setup the equipment in the relevant department
? Liaises with suppliers on various matters and arranges meetings if necessary

General
? Acts as a backup support in the absence of the Statement Production Co-ordinator
? Acts as a backup support in the absence of the Information Technology Secretary
? Acts as a backup support in the absence of all Network Technicians

QUALIFICATIONS
? A+, N+ or similar Certification
? MOUS / Advanced MS Office Certification would be an advantage

EXPERIENCE
? At least 1 years experience in a similar Helpdesk / Support type environment
? Hands-on IT Related Skills/Experience in a similar environment would be an advantage

SKILLS AND ATTRIBUTES
Typing skills
Secretarial skills
Communication skills(verbal and written)
Planning and organizing
Prioritization and time management
Professional
Good telephone etiquette
Stress tolerance
Conflict management
Computer literacy

GENERAL
Work alternate Saturdays or when required to do so.