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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Senior Helpdesk Operator |
| Position Code: | 209 | | Career Level: | 2 |
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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
May mentor Helpdesk Operators. |
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Main Activities
Providing technical advice to other Helpdesk Operators and may help supervise staff.
Resolving client problems, queries and complaints in an effective and timely manner. Monitoring all problems reported to the Helpdesk.
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 operators regarding potential problems and with Equipment Maintainers regarding the progress of their action on assigned problems.
Coordinating and updating the Helpdesk Manual.
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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 skills in personal work organisation.
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Internal Contacts
Individual Users. |
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External Contacts
Suppliers of third level support. |
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Typical Experience
At least 2 years experience in IT Support coupled with relevant IT qualifications. |
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Other Comments
Alternative Title: Senior Helpdesk Officer. |
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