IT Helpdesk Officer – Information Technology - Johannesburg, South Africa 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 a 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: 

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 the user updated on the progress

Prepare for audiovisual events

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

Repair and Maintain

• Conduct repairs timeously on both hardware and software
• Log a call with the supplier if repairs cannot be done in-house.
• Supply loan equipment to users 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 Center

• Ensure tape backups are done daily
• Ensure no warning alerts
• Ensure the 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 the Help Desk Team Leader/IT Manager

User Moves

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

Install software for users

• Receive requests for software from the user
• Install software for the 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
• Using Information Technology
• Planning and Organizing