Our external client is lookingfor an Operational Helpdesk Operator on a 12 months contract to ensure that the IT support is inplace and available to meet the needs of the business and assume responsibilityFunctional Role.
The resources on thisproject will be responsible for ICT service desk support. The service desk function provides EndUsers with a single point of contact and controls the resolution of incidents and problems withinthe distributed environment.
The functional role is in the following areas:
a) Logscalls on Remedy tool for incidents, problems and requests.
b) Serves as the first point ofcontact for all incidents.
c) Ensures all incidents are understood, logged, resolved,assigned to the appropriate domain and closed.
d) Answer user telephone calls and log issuesthat users are experiencing;
e) Provide first line support on any IT or system issuesexperienced by the users;
f) In cases where they are unable to resolve the problem, they willhave to direct the caller to the relevant person that will resolve the issue;
g) Follow-upwith the respective technicians or system owners to ensure that user calls are resolved
h)Provide feedback to the users on the status of their calls.
i) Logs all incoming calls, andensures sufficient information is recorded.
j) Informs the user of how the incident will beresolved, handled.
k) Identifies the severity and priority of all problems.
l)Communicates to the appropriate level with the client, explaining severity of problem, theresolution, and an estimated time for service recovery.
2.4 Skills Requirements
Broadly IT helpdesk operators with the following skills and experience will be considered;
a) Verbal and written communication. 
b) Interpersonal skills.
c) Officeadministration skills.
d) Customer care.
e) Problem resolution.
f) General useraccount administration.
Technical Skills requirements
In addition to the above skills experience, it will beadvantageous for the candidate to also have the following technical skills: Resource
Skills
Minimum Experience
Network and Desktop Support Technician
Understanding of different network topologies;
> 2 years
Havea good knowledge of the TCP/IP protocol;
> 2 years
Networkingskills (must have understanding of the following Cisco routers, Satellite networks, Switches);
> 2 years
Good knowledge of hardware and software support andinstallation;
> 2 years
Knowledge of Symantec EndpointProtection edition (i.e. installing, updating definitions files etc.);
> 1 Years
Good knowledge of tools such as PC-Anywhere, Remote Desktop, etc. forremote support.
> 1 Years
Good communication and interpersonal skills;
Good Microsoft networking and Operating System (Windows) skills;
> 3 Years
Troubleshooting and problem solving technicalissues;
> 3 years
 
 
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