Job Title: HELP DESK COORDINATOR
Department: TECHNICAL
Reports to: Technical Manager
2. JOB PURPOSE
The Helpdesk co-ordinator is responsible for ensuring that all reported support calls both internal and external customer or users are recorded in the helpdesk system and routed accordingly to the relevant support specialist (Engineer, Technician or IT support)..The Helpdesk co-ordinator follows up with the customers/users and the support specialists to ensure that the issues reported are fully resolved and relevant documentation signed and filed accordingly. The Helpdesk co-ordinator also performs IT and EAD support related duties.
3. JOB DIMENSIONS:
* Customer Care: Ensures through coordination of relevant resources that all reported customer/user calls and requests are completed to customer satisfaction and as per applicable contractual agreement.
* IT Systems support: Deployment, support and maintenance of all business and infrastructure systems in the organization.
4. KEY RESULT AREAS
HELPDESK MANAGEMENT
* Accept requests for assistance or problem reports from users,
* Obtain necessary information from users to adequately describe the request or problem report,
* Enter information into the problem tracking system,
* Directly respond to the request or problem if within own areas of expertise,
* Complete information on problem reports that were solved personally and close report in problem tracking system,
* Direct the request or problem to the most appropriate support area (e.g. specialist, support organization),
* Liaison with customer/user to ensure that requests or problem reports have been satisfactorily handled.
SYSTEMS SUPPORT
* EAD support: Ensure timely support of the EAD system and EAD customers.
* Documentation: Ensure that the support knowledgebase is progressively built in liaison with relevant support specialist.
* User support: IT support for users on business applications, communication and infrastructure systems.
5. KEY DECISIONS
* Handle or escalate cases of customer dissatisfaction as per escalation policy.
* Coordination of resources as per set prioritization policy
* Tasks allocation dependant on support specialist speciality.
6. KEY PERFORMANCE INDICATORS (KPIs)
* Helpdesk Management – Ensure reported incidents are keyed into the Helpdesk system ,escalated accordingly
* Resource Management – Ensure resources are managed efficiently to maximize profitability for the organization.
* Documentation – Ensure proper documentation CSR documents and
* Project Management discipline – Ensure all project documentation is filed accordingly.
* Systems uptime – Ensure systems availability as per IT Policy.
* EAD Customer Support: Ensure that EAD customers are served accordingly as per relevant agreements.
* Data Backup: Ensure data backup takes place as per set policy and schedules.
7. KEY RELATIONSHIPS
* Internal – with all staff, the engineering manager, engineering logistics coordinator
* External – with customers, vendors, service providers
8. QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE
Expertise Minimum requirement
Academic qualification/s Diploma in IT ,Higher Diploma or Degree in IT preferable
Relevant professional qualification ITIL, PMP, MCSE,
Skills Helpdesk Management: Customer care skills, Helpdesk Management, Project Management, Resource planning and Management.
IT Systems Support: SQL Database administration, Windows server administration, Linux server administration, Cisco router administration, LAN and WAN infrastructure setup and support, Business Applications deployment and Support, Crystal Report Writing, , VoIP support deployment and support, PABX support, Financial Budgeting/Cost Management
Relevant experience 3 years in helpdesk management and IT support and administration
Specialised software Acacia Helpdesk system Syspro ERP, Citrix, Linux postfix mail server, Squid proxy & Firewall, EAD Pac Host/Soft,
9. COMPETENCIES & PERSONAL ATTRIBUTES
* Excellent people Skills, Business Savvy, High Integrity, Ability to perform under pressure,
Result oriented, High analytical skills , Good Leadership skills, Good oral and written communication skills, Good Customer care skills
If you meet the above qualifications kindly forward your application letter and CV jobsfmc@yahoo.com and a copy to frankmconsult@yahoo.com
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