ICT Helpdesk Support Officer 

Job Description

About the role: 

• Provide technical support for desktop computing and telecommunications infrastructure and generalised support of RAAFA’s IT environment. 
• Be the first point of contact for all RAAFA Users on the IT Help Desk to provide support and effective customer service to resolve all basic IT and telecommunication issues. 
• Maintain and manage the service request system to ensure accurate recording and close out of issues in a timely manner. 
• Perform daily checklists and maintenance tasks. 
• Manage hardware and application requests and support queries. 
• Install and maintain IT equipment used within the corporate environment, including but not limited to desktops, laptop, tablets and phones. 
• Ensure hardware maintenance processes and documentation of required repairs are adhered to. 
• Liaise with vendors and other IT personnel for problem resolution. 
• Assist in training, coaching and system support of Microsoft applications. 
• Contribute to the project implementation for RAAFA’s computing and telecommunications platforms and infrastructure. 
• Maintain effective relationships with clients, colleagues and suppliers to achieve desired business outcomes. 

What you bring to the role: 

• Demonstrated experience in providing technical IT support, ideally within a large corporate office environment supporting 500+ users as part of an established team. 
• Demonstrated technical knowledge in supporting desktop, laptop and tablet hardware and other office IT equipment. Demonstrated experience supporting Microsoft Windows environments. 
• Demonstrated experience in Active Directory in creating user accounts and profiles. 
• Demonstrated experience in Windows file permissions. 
• Demonstrated experience supporting Microsoft Office 365 applications. 
• Outstanding customer service skills are essential as this position will involve phone/email support in addition to back-room technical skills. 
• Possession of Microsoft technical certifications or equivalent (desirable). 
• Demonstrated ability to work autonomously with a team focus, to participate and contribute to business and project teams. 
• Demonstrated experience in a similar position to provide technically competent support and advice. 

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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