Help Desk Administrator at PPS

Job Advert Summary    

Reporting to the Lead DevSecOps Engineer, this role will provide user administration support on desktop, cloud and account management. Also, administer the organization’s Help Desk Ticketing software and triage and assign tickets.

Minimum Requirements    

Education:

• Post matric qualification

Experience:

• Knowledge of computer workstation functionality and components.
• Proven experience in diagnosing and resolving hardware/software issues within a help desk environment.
• Experience with Microsoft desktop application support.
• Sound knowledge of PC hardware.
• Experience with Microsoft servers will be an added advantage.

Knowledge and Skills (maximum of 10):

• Ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.
• Ability to implement application software within an organisation to help end-users perform specific tasks.
• Knowledge of ticketing systems.
• Experience with ServiceNow (SNOW) will be an added advantage.
• Basic understanding of cybersecurity /precautions they need to take to protect client data.
• IT Diagnostics.

Competencies:

Customer service skills

• Excellentcustomer service skills, operating with a strong sense of urgency.
• Dedication, teamwork and professionalism.
• Apply critical thinking, design thinking and problem-solving skills in an agile team environment to solve end-user technical problems/opportunities with high-quality solutions.

Duties and Responsibilities    

User and Identity Management

• Follow standard help desk procedures (New User, Terminate User, Application Access Request) and manage access control based on company policies.
• Set up workstations for new employees and provide IT introductory training.

Maintenance and support

• Provide technical support and guidance to both agents and managers when needed.
• Server maintenance and updates, including patch management, performance monitoring, and hardware maintenance.

Virus management

• Troubleshoot current Microsoft operating systems, servers and workstations.
• Provide support after normal working hours when necessary.
• Perform system backups and conduct tests for data restores.
• Follow documented processes.

Manage Resources

• Oversee and manage IT resources, systems, and networks to ensure optimal functionality.
• Maintain and update the IT infrastructure, including hardware, software, and security protocols.

Document technical support procedures, risk & governance

• Implement and manage IT policies and procedures to ensure compliance and security.
• Keep abreast of industry best practices and emerging technologies to improve the help desk’s effectiveness and continuously optimise and evolve solutions.
• Update / Design all application documentation aligned to the organisation's standards and risk/governance frameworks.
• Identify technical risks and mitigate them (pre-, during & post).
• Participate in incident management & DR activity – applying critical thinking, problem-solving & technical expertise to get to the bottom of major incidents.
• Provide technical support and guidance to internal and external users when needed.
• Be accountable for achieving all SLA / OLA and performance objectives and targets.