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| POSITION DESCRIPTION | NON GOVERNMENT ORGANISATIONS (NGO) REMUNERATION SURVEY MAY 2008 |
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Helpdesk Analyst/Network Administrator |
| Position Code: | 415 | | Career Level: | 3 |
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Responsible for
Providing Desktop/LAN support to users associated with operating installed hardware and software according to Service Level Agreements. |
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Reports To
Helpdesk/Network Support Team Leader/Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing telephone and face to face technical support to users regarding Desktop/LAN (2nd level) issues in an effective and timely manner.
Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
Monitoring all problems reported to the Helpdesk and maintaining accurate log entries of fault with resolution and contact details.
Ensuring all hardware/software installations and routine upgrades are implemented according to Service Level Agreements.
Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
Liaising with equipment maintainers regarding the progress of their action on assigned problems.
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Key Skills
Strong technical knowledge of Desktop/LAN hardware and software.
Strong analytical and problem solving skills.
Good time management and communication skills.
Ability to manage multiple problems at once and prioritise issues.
Strong customer service focus.
Strong knowledge of the organisation's Standard Operating Environment (SOE).
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Internal Contacts
Helpdesk, Users, Applications, LAN/WAN Engineers. |
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External Contacts
Suppliers/Vendors. |
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Typical Experience
At least 3 - 5 years of relevant IT Support experience coupled with relevant tertiary qualifications. |
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