The IT Helpdesk Technician be part of a highly technical engineering team responsible for
architecting and delivering solutions. This role will be a unique blend of hands on delivery, solutions design and architecture.
The IT Specialist’s role is to ensure proper computer and software operation
and to assist end users when problems occur, so that end users can accomplish business tasks. This includes receiving, prioritising, documenting and actively resolving end user requests. There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. These include
Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on Help desk assistance.
- Help Desk Requests
- Field and prioritise requests from end users in a prompt and courteous manner
- Work to resolve them.
- Escalate requests when required, to the appropriately skilled IT Level 1 or 2 resource.
- Track and document the Help
- Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Perform Root Cause Analysis for Help Desk requests.
- Apply diagnostic tools to aid in troubleshooting as and when required.
- Perform post-resolution follow up to ensure user satisfaction and proper problem resolution.
- Learn appropriate software and hardware utilised by TSA. This is inclusive of but is not limited to
▪ MS Office applications
▪ MS Operating environments
▪ Software packages
▪ Business Systems
▪ PC desktop and laptop hardware
▪ Mobile devices
▪ Digital and VoIP telephones
▪ Video conferencing systems - Assisting Systems or Database Administrators with IT requests, as and when required.
- Assisting the Facilities Manager with co-ordinating the installation and maintenance of IT related office facilities.
- Suggest improvements to processes and systems as necessary.
- Assist team members with tasks as required and outlined in the Project Scope.
- Complete assigned tasks in accordance with the approved Project Plan.
- Service Delivery
- Solutions are implemented to production meeting the Zero Business Impact Principle.
- Services delivered are within the timeframes stated in the Service Catalogue.
- High availability and Reliability are always at the forefront of our mind
- Project Delivery
- Ensure that Projects delivered are robust and meets production standards with zero business impact.
- Risk Management
- Operational risk is managed and we deliver to the agreed outcomes and timeframes.
- Financial Management
- Act like it’s your own business ensuring best value for dollar spent for TSA.
- Team work to the one TSA principles being outcome focussed and collaborative.
- Treat colleagues with respect as you would like to be treated.
- Take into consideration all the factors that might affect information security.
- Ensure that the security equipment must be installed at the precise network location.
- Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.
- Reporting the security analysis of findings
- Maintaining the regulatory systems about ISMS policy (Information System
Management Systems) - Recommend modifications in legal, technical and regulatory areas that affect IT security.
