Helpdesk Specialist

JOB PURPOSE:

The Helpdesk Specialist will play a critical role in ensuring the smooth operation and optimization of IT systems and support services within the organization. The individual will be responsible for managing and resolving IT-related issues, maintaining IT assets, and collaborating with internal and external teams to meet organizational IT needs effectively.

KEY RESULTS AREAS / DELIVERABLES AND KEY ACTIVITIES:

HELPDESK SUPPORT & ISSUE RESOLUTION

• Provide efficient and effective support to resolve IT-related issues, ensuring minimal disruption to business operations.
• Respond promptly to IT queries from staff via email, phone, or in-person, ensuring all support requests are logged and tracked.
• Offer comprehensive remote and onsite technical assistance, including diagnosing hardware and software problems.
• Prioritize IT concerns based on urgency and organizational impact, escalating complex or critical issues to higher-level support teams when necessary.
• Maintain timely updates and clear communication with users throughout the resolution process, ensuring customer satisfaction.
• Continuously evaluate common support issues to identify trends and implement proactive measures to reduce recurring problems.

MAINTENANCE & OPTIMIZATION

• Ensure the reliability, security, and efficiency of IT systems through regular maintenance and performance enhancements.
• Conduct daily, weekly, and monthly checks on server performance and system health to identify potential issues before they escalate.
• Perform system installations, software updates, and hardware replacements to maintain optimal performance.
• Implement security measures, including firewalls, antivirus software, and access controls, to protect organizational data.
• Analyze system performance metrics and collaborate with relevant teams to develop strategies for optimizing IT infrastructure and preventing bottlenecks.
• Document and implement backup and recovery procedures to ensure data integrity and minimize downtime.

ASSET & DOCUMENTATION MANAGEMENT

• Maintain comprehensive records and management of IT assets to ensure accountability and efficient resource utilization.
• Develop and maintain an up-to-date inventory of IT assets, including tracking device lifecycles, warranties, and software licenses.
• Oversee the procurement, deployment, and decommissioning of IT equipment in compliance with organizational policies and budgets.
• Create detailed procedural documentation for common IT tasks, ensuring ease of use for other team members and stakeholders.
• Generate regular reports on asset utilization, support trends, and system performance to support informed decision-making by leadership.

COLLABORATION & COMMUNICATION

• Work collaboratively across departments and with external teams to meet organizational IT needs and enhance user satisfaction.
• Act as the primary point of contact between the IT department and external vendors or service providers for issue resolution and service improvements.
• Liaise with the ACS team and other internal departments to identify and address specific IT needs and implement system enhancements.
• Organize and lead training sessions or workshops to ensure staff are equipped to use IT systems effectively and safely.
• Provide ongoing support to project teams requiring IT input, ensuring alignment with organizational goals and timelines.

CONTINUOUS LEARNING & TECHNOLOGY ADVANCEMENT

• Continuously enhance knowledge of emerging technologies to ensure the organization’s IT infrastructure remains cutting-edge.
• Monitor trends in IT and related industries, identifying tools and technologies that could enhance organizational efficiency.
• Test and evaluate new software or hardware solutions, preparing detailed recommendations for adoption.
• Share insights and advancements with team members, encouraging the adoption of best practices and innovative approaches.
• Maintain certifications and participate in professional development opportunities to ensure up-to-date expertise.

AD HOC ACTIVITY

• Provide flexible support by addressing additional tasks and assisting teammates as needed.
• Address additional instructions or requests from the Line Manager in a timely and effective manner.
• Provide support to teammates while maintaining individual responsibilities.