Job Title: IS Helpdesk
Incumbent: Supervisor/Manager’s
Title: IS Director
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
