IT Helpdesk Officer (Cape Town) at Bowmans (Law Firm)

About the job
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