IT HELPDESK TECHNICIAN (2 Posts)

Duties and Responsibilities

Provide technical support to telephone and email requests from users for all
hardware, software and associated peripherals.
Document and track issues using a ticketing system.
Ensure the university`s helpdesk software is utilized correctly.
Resolve, redirect or escalate support requests to the appropriate member of
the support team.
Install and configure operating systems and various software packages to
agreed standards.
Diagnose and troubleshoot hardware, software, and network issues.
Assist in the compilation of technical documentation, guidelines and
procedures and ensure they are recorded correctly.
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team