IT Helpdesk support

Job Description

Job Description & Requirements
a) Incident and Problem Management:

(i) Application Support

• Install other 3-party applications upon request

• Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRiQ Ticketing, etc.

• Making support request to issues related to Microsoft Office 365 platform.

• Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.

• Escalation to L2 Support.

(ii) General Support

• Fault reporting: Laptop, Printer, Keyboard, Mouse, Headset, etc.

• Printer Related Support: Install, Configure, Escalate to Vendor.

• Monthly Random Laptop Checks

• User Administration: Staff On-boarding, Staff Off-boarding, Password Reset, Group email, Microsoft Admin Portal, Entra Admin Center, Intune, Azure AD, etc.

• Corporate SIM Card assignment, maintain Mobile number listing.

(iii) Network Support

• Fault reporting: VPN, Internet Connection

• Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network (VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc.

• Meraki Device Admin, device whitelisting, blacklisting, etc.

• Sophos Central Admin, Device and user group assignment, etc.

• Ruckus Admin, reset Ruckus APs, adjust settings, etc.

• Cisco Email System support, e.g. Blacklist or whitelist domain, Email tracing, Email policies settings, etc.

(iv) Cybersecurity Support

• Send Staff Advisory

• Create KnowBe4 User

• Daily Firewall Security Checks

• Daily Sign-In Checks

(v) 3CX Support

• Assign extension, install and configure 3CX app, maintain extension listing etc

b) Asset Management:

• Asset Issuance, Loan Issuance, Track and maintain asset listings.

• To assist in stock-taking exercise, if required.

• Hardware vendor liaising and coordination for Return Merchandise Authorization (RMA) and Warranty.

c) Service Progress Reports

• Daily Sign-In Logs Report

• Daily Firewall Security Checks Report

• Daily Helpdesk Ticket Report

• Weekly Helpdesk Ticket Report

• Monthly Helpdesk Ticket Report

• Monthly Open Pending Requests Report by Assigned Digital Information Technology (DIT) Staff

• Yearly User Licensing Report

• Ad-hoc request, e.g. Office 365 User List and Information, User Access Management Report.

• Monthly First Response Time Report (Amount of time between a support

ticket submission and the first response from the helpdesk)

• Monthly Resolution Time Report (Time it takes to resolve an issue)

Roles and Responsibilities

First-Level Troubleshooting:The Help Desk must provide first-level troubleshooting for issues, diagnosing software or hardware failures and determining the root cause of problems.
Once the root cause is identified, the Help Desk is responsible for resolving the issue or escalating it to second or higher-level support staff if needed.
Liaising with Third-Party Vendors:If the equipment is under warranty or a maintenance contract, the Help Desk is expected to coordinate with third-party vendors for the replacement of parts or rectification of faults.
Competency Level

a) Good at Operating Systems and Desktop Support (Microsoft Windows)

b) Be able to speak clear and good conversational English

c) Possess good telephony skills

d) Understanding Computer Hardware and Peripherals

e) Network Fundamentals and Troubleshooting

f) Essential Cybersecurity knowledge

g) IT Service Management and Help Desk Operations