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Helpdesk Administrator

Vacancy Details

Reference No.

LN

Synopsis

Our client in Pharmaceutical and Medical/Healthcare is looking to employ a Helpdesk Administrator who will be responsible to performs and administers the first line support on the Service Desk system and ensures IT service delivery.

Description

Responsibilities

  • Receive calls from users and log them on the Service Desk system
  • Perform first line diagnosis of the problem to identify if it could be resolved immediately
  • If the call can be resolved immediately, assist user by resolving the problem and updating the Service Desk system
  • If the call cannot be resolved immediately, assign the call to the appropriate Support staff
  • Read email and perform first line provide email support diagnosis of the problem to identify if it could be resolved immediately
  • If the call can be resolved immediately, log the call on the Service Desk system, resolve the problem, update the Service Desk system and then advise the user of its completion either by email or telephonically
  • If the call cannot be resolved immediately, log the call on the Service Desk system and assign the call to the appropriate Support Staff
  • Ensure calls are logged via the Service Desk by the users
  • Perform first line diagnosis on the call to see if it could be resolved immediately
  • If the call can be resolved immediately, resolve the problem and update the Service Desk system. It may be necessary to call the user to obtain more information or to advise of its resolution
  • If the call cannot be resolved immediately, assign call to the appropriate Support Staff
  • Attend to walk-in customers
  • Perform initial diagnosis of the users’ problem
  • If the problem can be resolved immediately, resolve the problem, log a call on the Service Desk system and close off the call
  • If the problem cannot be resolved immediately, log the call on the Service Desk system and then assign it to an appropriate Support staff
  • Email Release
  • Release blocked emails on the email filtering system

Requirements

Requirements

Education 

  • A+, N+ Qualification ITIL Foundation

Experience and knowledge requirements

  • 2-3 Years’ experience as a Support Technician
  • Active Directory experience
  • Understanding of relevant legislation; knowledge of relevant company procedures
  • Customer service certification
  • Meditech or SAP user administration experience
  • Previous fault logging experience in a Service Desk environment

Position Type

Permanent

Work Level

Skilled

Salary

Market Related

Industry

Pharmaceutical And Medical/Healthcare

Salary Type

Monthly

Package

Cost To Company

Affirmative Action

No

Geographic Location

Gauteng