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| POSITION DESCRIPTION | THE ASSOCIATION OF CONSULTING ENGINEERS AUSTRALIA APRIL 2008 |
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Helpdesk Operator |
| Position Code: | 1138 | | Career Level: | 1 |
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Responsible for
Providing friendly and efficient first level support to all users of IT systems. |
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Reports To
Helpdesk Team Leader, Helpdesk Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing first level technical advice to users on personal computer hardware and software.
Resolving client problems and queries in an effective and timely manner.
Ensuring all users know the current status of their individual problems.
Monitoring all problems reported to the Helpdesk.
Liaising effectively with Suppliers.
Logging and keeping current all problems via a Problem Management System.
Producing records reflecting Helpdesk and job stream statistics in a timely manner and monitoring call volumes to avert potential escalation problems.
Liaising with Network Engineers regarding the progress of their action on assigned problems.
Coordinating and updating the Helpdesk Manual.
Keeping Management aware of potential areas for product enhancement and educational requirements. Liaising with Managers/Supervisors regarding potential problems.
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Key Skills
Ability to work as a member of a team.
Ability to work without supervision.
Good oral and written communication skills.
Good organisational skills.
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Internal Contacts
Individual Users. |
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External Contacts
Typically None. |
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Typical Experience
Represents an entry level position in IT Support, employee will have or be working towards relevant technical qualifications. |
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