IT Helpdesk Administrator

Job Responsibilities

• Providing first level technical assistance to facilitate smooth running of IT operations at all times and maintaining uninterrupted flow of work;
• Providing IT Helpdesk duties within the department procedures to ensure consistency of service to the Organization users;
• Supporting the users in the use of computer equipment by the provisioning of expert advice, training and resolution of their problems, escalating the problem to the relevant Organization parties when the answer is not readily available;
• Providing proactive and reactive support on premises and remote support for immediately resolving any of the Organization end user problems;
• Troubleshooting and diagnosing hardware and software issues via the organizations ticketing system or e-mail to ensure process smoothness and reaching the highest levels of business excellence;
• Installing, upgrading, supporting and troubleshooting enterprise Applications;
• Interacting and supporting numerous computer platforms in a multi-layered client server environment;
• Troubleshooting network connectivity in a LAN / WAN / WLAN environment;
• Installing, upgrading, supporting and troubleshooting Windows 7, 8, 10, 11, Windows server and Microsoft Office and any other authorized desktop applications;
• Installing, upgrading, supporting and troubleshooting for printers, computer hardware and other equipment;
• Monitoring, operating, managing, troubleshooting, restoring personal computers or netbooks that are authorized by the internal IT manager to access;
• Providing support on IP Telephones, Conference room setup with Interactive TV and Projector;
• Identifying, evaluating, and prioritizing end-user problems and complaints;
• Managing and supporting new technologies as adopted by the business;
• Performing other duties as assigned by the internal IT manager or required by the Organization;
• Performing the creation, modification and deletion of user accounts in different systems (exclusive of the users applications);
• Deploying the defined new installations and upgrading of hardware and identifying faults prior to informing the respective vendors or related IT parties in order to resolve the issues in a timely manner and thus facilitating uninterrupted operation;
• Installing, configuring and monitoring installed hardware as per defined procedures and accurately identify and report hardware faults to the concerned personnel to take immediate action and resolve the problem at the earliest;
• Administering server storage capacity, monitoring data collisions and system processes and patches, and rectifying issues ensuring that they are ready and correctly deployed;
• Participating and testing the efficiency of disaster recovery procedures so that they can be reinstated in a timely and integral manner without any loss of data in the event of a disaster;
• Monitoring the working of various aspects of network connectivity, servers and telephone systems ensuring smooth operation, rectifying any problems or incorrect usage;
• Ensuring incident and problem case logs are handled appropriately and their association with network infrastructure components are reviewed diligently.

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