Corporate IT Support Administrator

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  • Division:Technology
  • Job Purpose

  • Under general supervision, works as head of the IT support team. He/she will take specific responsibility for the day to day management of the help desk which provides support and guidance to all company computer users.
  • Principal Accountabilities

    • Managing IT Service Desk activities and leading the team in providing support and services to all users
    • Following agreed procedures receives requests for assistance from users in a pleasant and professional manner.
    • Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
    • Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls
    • Ensures log entries of user contacts provide a corpus of knowledge for the resolution of subsequent faults and problems
    • Following agreed procedures, searches documentation and previous requests for assistance on related topics to establish possible solutions to calls
    • Documents any findings on the call log Following agreed procedures, and quality standards, responds to requests for assistance by providing first line response to enable callers to solve their problems; or by forwarding details to second line support or advising third party suppliers. Maintains accurate log entries of contact with resolution details and follow up information
    • Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion
    • Undertakes site visits to resolve persistent or high impact problems ensuring that these are incorporated into the routine workflow procedures
    • Following agreed procedures, maintains and reports up to date and accurate inventory information to ensures that the equipment register on the  Help Desk software is up to date
    • Following agreed procedures and quality standards. Stay in touch with users to ensure satisfaction
    • Production of details on help desk activity as appropriate to Departmental reporting standards
    • Advises and assists colleagues in the provision of services
    • Training users in Windows and MS Office
  • Knowledge Skills and Experience

    • A minimum of 5 years experience in personal computers and local and wide area network systems analysis
    • Thorough knowledge of personal computer hardware and software, local and wide area networks systems
    • Knowledge of new developments related to personal computers and networks
    • Knowledge of a wide variety of application programs
    • Ability to identify and diagnose problems related to computer hardware and software and to find effective solutions
    • Relate well to both users and second level support, communicating with both effectively
    • Experience of recordkeeping and maintaining office systems and procedures
    • Ability to lead assigned staff including prioritizing and scheduling work assignments
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