An established firm is seeking the services of an IT Helpdesk. The role calls for an energetic individual with excellent prioritisation and time­ management skills. The IT helpdesk should act as the first line of support and must be able to provide excellent IT-related solutions for all departments within the company. They should also act as the primary liaison between company stakeholders and 2nd/3rd line levels of support. A good appreciation of the internal IT infrastructure, both on a software as well as on a hardware level is a must. This must be accompanied by a good understanding of the relationship between the IT infrastructure and the business requirements as this determines the order of prioritising jobs and queries accordingly.

What is the most difficult/demanding part of this job?

Understanding what a particular member of staff is conveying when explaining an issue or problem, whilst having the ability to translate user IT jargon into meaningful information to help solve the issue and ultimately decipher between different levels of job urgency and importance.

The qualifications, experience and/or training required for this job are:

•        Diploma in IT or equivalent,

•        CompTIA A+ certification or equivalent,

•        Knowledge of Active Directory and Office 365,

•        Minimum driving licence B,

•        Possession of industry certifications such as CCNA and MSCA is considered an asset

Core Competencies for the role:

Communication: Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message, and invites response and feedback. Keeps others informed as appropriate. Demonstrates good written, oral, and listening skills.

Continuous Learning and Professional Development: Is committed to developing professionally, attends professional conferences, focuses on best practices, values cutting-edge practices and approaches; takes advantage of a variety of learning activities, introduces newly gained knowledge and skills on the job.

Decision Making/Problem Solving: Breaks down problems into components and recognizes interrelationships; makes sound, well-informed, and objective decisions. Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.

Planning and Organizing: Organizes work, sets priorities, and determines resources requirements; determines necessary sequence of activities needed to achieve goals.

Technical/Professional Knowledge and Skills: Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create client/customer solutions. Technical/professional expertise is demonstrated through problem solving, applying professional judgment, and competent performance.

Work Standards: Sets high standards and well-defined, realistic goals for oneself; displays a high level of effort and commitment towards completing assignments in a timely manner; works with minimal supervisor; is motivated to achieve.

Detailed Job Description

This role revolves around the helpdesk section of the IT department. The IT helpdesk needs to be able to prioritise between query importance and complexity and acting upon said prioritisation. Good time management skills will enable the IT helpdesk to become more productive, efficient, and effective in their role. This role includes

•        Assisting staff with the day-to-day queries and issues. Responding to these issues in a timely manner and escalate any issues as soon as possible if solution cannot be found.

•        Assisting in the gathering of quotes, purchasing and implementation of new hardware and software.

•        Managing the company’s IT inventory database.

•        Ensuring that all company stakeholders are provided with their respective IT equipment, and provisioning of relevant accesses and user accounts.

•        Liaising with company third-party providers and ensuring that they abide to the stipulated SLA’s.

•        Monitoring daily, system resources, backups, anti-viruses and spam portals to ensure smooth running of company’s systems.