IT Helpdesk Officer at Bowmans (Law Firm)

Purpose

• Provide timely and efficient support to the employees of the Firm on hardware, software, audio/visual events and special IT related requests. 

Experience and Qualifications

• Senior Certificate essential
• COMPTIA A+ N+ essential 
• 3-4 years’ with good understanding of computer hardware and software (windows based operating systems and Microsoft office applications).
• Good written and verbal communication skills
• Effective client service orientation
• Ability to communicate technical information to non-technical people

Key Accountabilities & Activities

User Support:

• Monitor all incoming help desk calls
• Encourage all calls to be logged
• Attend to all calls timeously and professionally
• Escalate queries where necessary
• For escalated queries, keep user updated on progress

Prepare for audio visual events:

• Obtain details for the event
• Liaise with user to determine any special requirement
• Set up boardroom before event
• Ensure equipment is fully functional
• Decommission room and collect equipment when event is over

Repair and Maintain:

• Conduct repairs timeously on both hardware and software
• Log a call with supplier if repairs cannot be done in house.
• Supply loan equipment to user where appropriate.
• Ensure audio visual facilities are in working order on a daily basis
• Maintain all IT equipment on a regular basis e.g. printers, fax machines, copiers

Data Centre:

• Ensure tape backups are done daily
• Ensure no warning alerts
• Ensure server room environment is optimal

IT Projects:

• Contribute to IT projects as required

Inventory:

• Maintain adequate levels of IT stock. This includes both consumables and hardware
• Report hardware levels to Help Desk Team Leader/IT Manager

User Moves:

• Re-connect desktop/laptop, phone and printer
• Update systems where relevant

Install software for users:

• Receive request for software from user
• Install software for user
• Train user on how to use software

Relationship Building:

• Develop and maintain relationships with levels of staff as a trusted IT resource.
• Maintain strong working relationships with and have open and transparent communication between all members of the IT team

Competencies:

• Analytical Thinking
• Client Focus
• Initiative
• Interactive communication
• Problem solving
• Resilience
• Teamwork  

“Bowman Gilfillan is committed to achieving the objectives set in its transformation charter, and the targets in its employment equity plan. All recruitment decisions will be taken with due consideration being given to these objectives.” Closing date for Applications is Tuesday 15 December 2020.