Helpdesk Operator

Client Hitachi Contruction Machinery Africa (Pty) Ltd
Reference # HO-Apr17
Published 19/04/2017
Contract Type Permanent
Salary Market Related
Location Boksburg, Gauteng, South Africa
Introduction
Provide user support on company-supported applications and platforms. Troubleshoot problems and advise on the appropriate action.
Job Functions Information Technology
Industries Call Centre & Helpdesk,Information Technology,Mining
Specification
•Conduct internal audits of signed IT policies.
•Coordinate the development of the End User Documentation with the Internal/System Documentation.
•Effectively manage systems and databases containing information regarding licenses and warranties for the organisation's hardware and software.
•Physical receiving of IT assets, updating inventory system and monitoring IT equipment inventory levels.
•Conduct internal audits to assess the age and condition of all IT assets to optimise their refresh cycle to minimise risk and cost while maximising business value.
•Effectively communicate with individual branches for all company IT asset transactions, both ordering and receiving.
•Assist asset manager in all phases of quarterly, semiannual, or annual physical inventory counts and reconciliation process to provide accurate IT asset information when required.
•Contact suppliers in order to schedule or expedite deliveries and to resolve shortages, missed or late deliveries, and other problems, review orders to verify accuracy.
•Maintain procurement files, making sure that all required documentation is collected and filed properly.
•Evaluate and monitor logged support calls for accuracy and completeness.
•Respond to requests for technical assistance in person, via phone, electronically or Categorising and resourcing the correct engineer based on skills set and proximity to work location.
•Follow standard help desk procedures & log all help desk interactions.
•Accurately create and update new and existing user accounts.
•Conduct internal audits to ensure user accounts have been assigned to their appropriate groups and locations.
•Reset user account passwords in accordance with policies and procedures when required.
•Perform IT departmental supplies procurement and compiling reports as required
Requirements
•An excellent level of IT literacy - Word, Excel and Outlook- with an ability to quickly learn in-house systems.
•Ability to manage own workload by effectively prioritising and multi-tasking.
•Excellent communication skills (oral and written), must be confident and courteous on the telephones and be able to communicate at all levels
•Effective problem solving & organisational skills
•Ability to analyse and determine the applicability of data, to draw conclusions and make appropriate recommendations.
Job Closing Date 02/05/2017
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