Helpdesk Operator by stU54o

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									David Christie & Associates P/L                                         Private & Confidential                                     30-Jul-12


                                                          POSITION SPECIFICATION
                                                          Company
                                                          Helpdesk Operator
Company Overview
Location:                                                 CBD
Summary:                                                  About the company
                                                          For more information see the website at

Position Overview
Contract or Permanent?:                                   Contract
Duration if Contract:                                     Six weeks, with the possibility for further extension.
Duties:                                                   The Helpdesk Operator will be responsible for incoming support
                                                          calls, including:
                                                          –      Process all incoming service requests, via Phone, Mail, E-mail,
                                                                 and Fax.
                                                          –      Logging (currently using Helpdesk Manager for Windows) -
                                                                 resolving problems remotely if possible.
                                                          –      Track and ensure user satisfaction and awareness of the support
                                                                 process throughout the life of a support issue
                                                          –      Resolve installation, licensing, and basic configuration issues
                                                                 where possible.
                                                          –      Maintain and enhance the available support documentation.
                                                          –      Contribute to the continuous improvement of the department’s
                                                                 procedures.
                                                          –      Ensure that Service Level Agreements are satisfied and where
                                                                 possible, exceeded.
                                                          –      Ensure that effective, reliable and relevant documentation is
                                                                 completed.




For further information please call David Christie & Associates P/L on (08) 9321 1574   4939529e-1420-4a47-b14a-f95481f84cd7.rtf        Page 1
Form David Christie & Associates P/L
David Christie & Associates P/L                                         Private & Confidential                                                     30-Jul-12



Position Overview continued
The Successful Candidate:                                 Essential
                                                          Customer focused, self-motivated, resilient, team player, polite and
                                                          professional manner, thorough, helpful, detail oriented and
                                                          empathetic. A patient problem solver.
                                                          Strong communication skills (written and oral), with the ability to
                                                          communicate clearly and effectively with both internal and external
                                                          customers via phone and e-mail.
                                                          Experience in an NT Server environment with familiarity in
                                                          Exchange/Outlook, Office 2000, Windows NT Workstation and 95,
                                                          HP Printers, Cisco Hubs and Switches, Compaq Servers and PCs.
                                                          Desirable
                                                          Post secondary qualifications in information technology (TAFE,
                                                          University, Interim).
Reporting Relationships:                                  Reports to the IT Manager.
Expected hours of work:                                   Standard hours are 8:30am to 5:00pm.
                                                          However overtime may be required by the needs of the position for
                                                          which extra payments will not be made.
Expected Salary / Rate Range: Negotiable, dependant upon previous skills and experience.
Is there an incumbent?:                                   Yes/No
Is parking available?:                                    Yes/No
Is travel required?:                                      Yes travel to client and prospective client sites should be expected
Is candidate testing required?:                           Yes/No

 Police                                            Medical                            Psychometric                               Psychological
          Clearance




For further information please call David Christie & Associates P/L on (08) 9321 1574   4939529e-1420-4a47-b14a-f95481f84cd7.rtf                        Page 2
Form David Christie & Associates P/L

								
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