Help Desk Support Specialist

Description:

The role will assist the Team Leader to manage the Service Desk, and ensure ITIL processes are followed, especially with regard to incident management and the communication of solutions and technical knowledge.

Essential criteria

1. Customer Service Support CSMG – Level 3: Managing and operating service desk functions. o Acts as the routine contact point, receiving and handling requests for support. o Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

2. Incident Management USUP – Level 4: Coordinating responses to incident reports, minimizing negative impacts and restoring service as quickly as possible. o Ensures that incidents are handled according to agreed procedures.

3. Problem Management PBMG – Level 4: Managing the life cycle of all problems that have occurred or could occur in delivering a service. o Initiates and monitors actions to investigate and resolve problems in systems, processes and services.

4. IT Infrastructure ITOP – Level 2: Deploying, configuring and operating IT Infrastructure. o Carries out routine operational procedures, including the execution of specified automation tools/scripts. o Amends existing automation tasks under supervision to gain a basic understanding of the scripting language/automation tools.

5. Systems Installation and Removal HSIN – Level 3: Installing and testing, or decommissioning and removing, systems or system components. o Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client. o Uses standard procedures and diagnostic tools to test installations, correct problems, and document results. o Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation. o Contributes to the development of installation procedures and standards.

6. Application Support ASUP – Level 3: Delivering management, technical and administrative services to support and maintain live applications. o Follows agreed procedures to identify and resolve issues with applications. o Uses application management software and tools to collect agreed performance statistics. o Carries out agreed applications maintenance tasks.

QUALIFICATIONS Mandatory:

• Academic or Vocational certification in Technology and/or appropriate industry better practice standards and frameworks