Our external client is lookingfor an Operational Helpdesk Operator to ensure that the IT support is in place and available to meetthe needs of the business and assume responsibility2.3 Functional Role.
The resources on this project will beresponsible for ICT service desk support. The service desk function provides End Users with a singlepoint of contact and controls the resolution of incidents and problems within the distributedenvironment.
The functional role is in the following areas:
a) Logs calls on IECRemedy tool for incidents, problems and requests.
b) Serves as the first point of contact forall incidents.
c) Ensures all incidents are understood, logged, resolved, assigned to theappropriate domain and closed.
d) Answer user telephone calls and log issues that users areexperiencing;
e) Provide first line support on any IT or system issues experienced by theusers;
f) In cases where they are unable to resolve the problem, they will have to direct thecaller to the relevant person that will resolve the issue;
g) Follow-up with the respectivetechnicians or system owners to ensure that user calls are resolved
h) Provide feedback tothe users on the status of their calls.
i) Logs all incoming calls, and ensures sufficientinformation is recorded.
j) Informs the user of how the incident will be resolved,handled.
k) Identifies the severity and priority of all problems.
l) Communicates tothe appropriate level with the client, explaining severity of problem, the resolution, and anestimated time for service recovery.
2.4 Skills Requirements
Broadly IT helpdeskoperators with the following skills and experience will be considered;
a) Verbal and writtencommunication.
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b)Interpersonal skills.
c) Office administration skills.
d) Customer care.
e)Problem resolution.
f) General user account administration.
2.5 Technical Skillsrequirements
In addition tothe above skills experience, it will be advantageous for the candidate to also have the followingtechnical skills: Resource
Skills
Minimum Experience
Network and DesktopSupport Technician
Understanding of different network topologies;
> 2 years
Have a good knowledge of the TCP/IP protocol;
> 2 years
Networking skills (must have understanding of the following Cisco routers, Satellitenetworks, Switches);
> 2 years
Good knowledge of hardwareand software support and installation;
> 2 years
Knowledge ofSymantec Endpoint Protection 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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