IT Helpdesk Administrator

3 days ago

Johannesburg, South Africa Pink Elephant Full time

**KEY AREAS OF RESPONSIBILITY INCLUDE**:
**End User Interaction**:

- Act as first point of contact for all IT related topics and support requests
- Provide timely and professional assistance to end users
- Ensure the IT Desktop Support function is monitored effectively without compromising on service delivery

**Problem Analysis and Troubleshooting**:

- Analyse and troubleshoot software issues reported by end-users
- Gather information about the problem, ask relevant questions
- Research and identify solutions to software issues
- Learn the importance of the clients’ templates and formatting processes
- Ability to quickly assess and resolve issues during a user's phone call
- Test and replicate reported issues to verify their existence and determine the best course of action for resolution
- Collaborate with team members about reported issues

**Communication**
- Communicate clearly, effectively and professionally with both technical and non-technical end-users, translating information into understandable terms
- Where possible and applicable keep end-users informed about the status of their reported issues and expected resolution times

**Software Updates and Patching**
- Provide guidance on best practices for software maintenance and updates

**Technical Assistance**
- Guide end users through step-by-step solutions or provide clear instructions to help them resolve software issues

**Adaptability**
- Stay up-to-date on product knowledge and industry trends
- Be adaptable and able to quickly learn about new features and updates
- Ad hoc duties as requested
- Be available for rotational weekend and public holiday standby

**Team**
- Accurately escalate unresolved queries to the next level of support
- Collaborate with the team to escalate complex issues that require further investigation
- Communicate effectively with the Technical and Helpdesk team members
- Good understanding of the business needs and the IT service delivery requirements including turnaround time
- Follow company and IT procedures and security policies

**COMPETENCIES**:

- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Work as part of a team and independently when required
- Work well under pressure to meet the operational team objectives
- Great communication and interpersonal skills, communicate in a professional manner with people at all levels
- Able to work in a dynamic environment where one day never looks like another
- Have a hands-on approach and not afraid to roll up sleeves and get stuck in
- High attention to detail
- Professional, punctual and organized
- Self-motivated
- Ability to multi-task and prioritise tasks efficiently
- Ability to be assertive while at the same time maintaining a high level of respect
- Take responsibility / ownership of the Helpdesk and assigned tasks
- Curiosity / desire to learn new things / upskill self

**SKILLS AND QUALIFICATIONS**:

- Advanced MS Word skills
- Good command of written and spoken English
- Very good understanding of Office 365 products
- Strong knowledge of IT
- IManage skills advantageous
- Training/trainer experience advantageous
- Must have at least 3 years’ experience in an IT Helpdesk capacity (non-negotiable requirement)

**Job Types**: Full-time, Permanent

**Experience**:

- IT Helpdesk: 3 years (required)

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