I.T Helpdesk Coordinator at Old Mutual Plc

Job Description

This role provides and maintains a Helpdesk facility for specific business areas and is individually accountable for achieving results through own efforts.

• Provides and maintains a Helpdesk facility for specific business areas.
• Provides logging functionality for issues or requests within the business.
• Forwards logged requests to appropriate resources for resolution.
• Provides updating and communication facilities for all logged requests.
• Provides Helpdesk facility for business areas supported to identify issues and requests for resolution.
• Analyses logged requests and allocates to correct resource for resolution.
• Provides first-line support where applicable.
• Updates and maintains current status of logged requests.
• Maintains communication to business areas on all downtime issues.
• Maintains and communicates all system availability and change control requests.
• Ensures management information is available at appropriate time.

KEY RESULT AREAS

Reporting

• Updates and maintains current status of logged requests.
• Maintains communication to business areas on all downtime issues.
• Maintains and communicates all system availability and change control requests.
• Ensures management information is available at appropriate time.

Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

User Support:

• Provides and maintains a Helpdesk facility for specific business areas.
• Provides logging functionality for issues or requests within the business.
• Analyses logged requests and allocates to correct resource for resolution.
• Provides first-line support where applicable.

REQUIRED QUALIFICATIONS SKILLS AND EXPERIENCE

• A first degree or its equivalent in Computer Science, Information technology, or a related discipline.
• 4 years’ experience in a similar role
• A good understanding of Microsoft suiter application
• A good understanding of computer networking
• Excellent communication skills (verbal and written)
• Interpersonal and time management skills

Skills

Education

• Bachelor of Science (BSc) (Required)