Service Desk Operator II

THE CORE FUNCTIONS INCLUDE BUT NOT LIMITED TO THE FOLLOWING:

• Receive, log and escalate service requests as a first point of contact for the ICT Department.
• Provide level one (1) technical support.
• Liaise with team members and the Service Desk Administrator to identify appropriate levels of escalation where necessary.
• Communicate courteously and effectively with clients to ensure customer and service level standards are met successfully.
• Diagnose faults and service requests referring to team members where necessary in order to resolve problems.
• Ensure service requests are routed to the appropriate service provider.
• Assist as a member of the team in the development and maintenance of the service desk application, liaising with team members to keep up to date with knowledge about the use of defined tools, templates and standards.
• Organize work activities with guidance from the Service Desk Administrator.
• Undertake training and development where necessary to maintain awareness of new and emerging technologies.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
• To perform such duties consistent with your position as may from time to time be assigned to you anywhere within the RHA.
• Performs other duties as assigned.
• Ability to perform duties according to assigned rosters or plans that can be formulated in times of authorized service exigencies.
• Ability to use the relevant computer applications related to job functions.

REQUIRED QUALIFICATION, TRAINING AND EXPERIENCE

• Certificate in Information Systems/Technology
• Experience with Help Desk/Service Desk systems.
• A+ certified.
• Network + certification would be an asset.
• Minimum one (1) year experience in repair and maintenance of PC’s, printers and peripheral devices.
• Experience in the Windows environment would be considered an asset.
• Any equivalent combination of qualification and experience.