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Duties and Responsibilities

Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed

Gather and analyze metrics to benchmark the Helpdesk workload/performance and identify trends in call center issues

Work within the firm community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction

Train Helpdesk staff on operational procedures and troubleshooting techniques

Provide training on new hardware and/or software applications

Helpdesk Support for up to 700 users. Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all staff, both in person and via the phone.

Analyze and identify trends in issue reporting and devising preventative solutions

Offer suggestions for process improvements and develop the new procedures

Virus/ Spyware Removal/Detection

Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting

Document and maintain a knowledge base of all general support issues and processes and procedures

Ensure shared learning within the Helpdesk team


Skills, Knowledge and Competencies

Excellent written and verbal communication skills. Experience in dealing with difficult interpersonal situations regarding support issues

Analytical thought process

Must have the ability to escalate all problems to the Infrastructure Manager or higher if a solution cannot be found

Ability to use, teach & troubleshoot Microsoft 7 operating systems, Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word) and Microsoft Publisher

Qualifications and Experience

Matric/Grade 12

Project Management and Management qualifications preferred

Minimum 5 years progressive experience installing and supporting all of the following: Windows 7, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, staff management and budget assignment

Experience and training in ITIL, MCSE, A+, N+

Work Level





Market Related

EE Position




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