Help Desk Administrator - Part-time

• Provides the first line of support and problem resolution for technology products or applications.
• Responds to inquiries and requests for assistance with organization's computer systems or PCs; resolves customer inquiries for one or more products or services.
• Utilizes new utilities and tools to provide remote technical support services on desk-side equipment, for customers.
• Maintains written documentation on each call; escalates complex problems to the next level of support as required by documented procedures.
• Monitors telephone calls and e-mails to maintain quality services and track problems, to ensure their timely resolution.

 

 

Manages Risk -  Basic Experience

• Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.

Customer Focus -  Basic Experience

• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.

 

Implementation -  Working Experience

• Knowledge of and the ability to implement application software within an organization in order to help end-users perform specific tasks (ex: accounting or graphic design).

APPLICATION DELIVERY PROCESS -  Working Experience

• Knowledge of major tasks, deliverables, and formal application delivery methodologies; ability to utilize these in order to deliver new or enhanced applications.

IT Standards, Procedures & Policies -  Basic Experience

• Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Technical Troubleshooting -  Working Experience

• Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Help Desk -  Working Experience

• Knowledge of and the ability to appropriately and efficiently resolve computer related issues received from employees within an organization.

PC/Workstation Software -  Working Experience

• Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.

IT SERVICE MANAGEMENT (ITSM) -  Basic Experience

• Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.

Problem Management -  Basic Experience

• Knowledge of the processes involved in problem control, error control and the production of management information; the ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.

CALL CENTER TECHNOLOGIES -  Extensive Experience

• Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means.