Helpdesk Administrator

at Tradam Solutions
Location Pretoria, South Africa
Date Posted
Category Admin & Office
Job Type FULL_TIME
Work Hours Day
Salary Units MONTH
Currency ZAR
Street Address Pretoria

Description

 

Job Summary

An exciting opportunity for an enthusiastic Helpdesk Administrator looking to advance their career in IT and gain hands-on experience in a thriving and supportive workplace. Our client has been part of and has helped shape the ever-changing South African Information Technology landscape. As a business group, They have not only achieved stand-alone success but also successfully hiving off a number of aligned associate companies, they are the latest business to be developed and grown through the long-standing business group. With this in mind dynamic team, this position is well suited to an individual that is young, vibrant, and has an eagerness to upskill themselves as this opportunity is a 12-month learnership programe in End-User Computing.

 

Qualifications:

 

 

 

Tertiary qualification in IT

 

MS certification

 

 

Experience:

 

 

Minimum of 2 years work experience required, in an admin role, preferably within the field of IT.

 

Experience using remote desktop software (E.g.; RDP, TeamViewer).

 

Help desk:

 

  • Log calls as required accurately in the Helpdesk with sufficient information
  • Ensure the correct level of priority is applied to the call
  • Manage escalations
  • Communicate to relevant Conektor if required.
  • Close all calls that have been resolved and include the resolution of the problem in the closed to call

 

Technician schedule:

 

  • Schedule technicians as per the scheduling process as required.
  • Keep accurate records of the technician schedule that is available to all who require it
  • Communicate to all Conektors as required to ensure a well-maintained and managed schedule.
  • Escalate any issues to the relevant Conektor for resolution

 

Support Customers:

  • Monitor and ensure technician attendance at support customers daily
  • Communicate additional work to be completed to technician timeously
  • Keep Account Managers updated on the support completed at the customer as required
  • Monitor the process from scheduling the technician to completion of work required (project and scheduled)
  • If the normal technician is unavailable,

o   Communicate to the Account Manager

o   If possible schedule a stand-in technician

o   Communicate to the customer timeously with a resolution plan

  • Ensure QC is applied to all work completed for support customers
  • If there are any issues requiring attention, ensure the correct Conektor is informed and monitor until resolved
  • Communicate to all stakeholders any “out of contract” projects and schedule accordingly once approval has been given through a purchase order from the customer or go-ahead from the Account Manager.
  • Log any 3rd party supplier calls for Support customer as required with the correct level of urgency
  • Follow up on any 3rd party calls for Support customers

 

Non-support Customers:

  • Log all calls from non-support customers in Conekt Helpdesk with the correct priority level.
  • Schedule correctly skilled technician to attend to the call
  • Communicate the call information to the technician using the correct process
  • Communicate back to the customer with technician information and timelines for resolution
  • Monitor the call throughout the process
  • Handle any additional requirements that may be encountered and keep all informed
  • Communicate to Sales if any further interaction is to happen with the customer
  • Gather Job cards from technician
  • At the direction of the technician, close the call on the Conekt Helpdesk following the correct process.
  • Log any 3rd party supplier calls for Support customer as required with the correct level of urgency
  • Follow up on any 3rd party calls for Support customers

Complete a Q&A with the customer and record the information to use in trend analysis yearly

 

Interested candidates can send their CVs