Helpdesk Officer v (1.00) [Wailekutu]

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Job Description

CJ Patel Group is a diverse group of companies across a variety of industries, all with the common goal of delivering world-class products and services. With the head office in Suva, Fiji, CJ Patel Group has extended manufacturing, sales, distribution and service businesses in Fiji with renowned brands and products with significant exports to a number of countries.

Helpdesk Officer -Bizzxe Application support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. The role reports to the Chief Information Officer (CIO).

Outcomes

Organisational Stakeholders
1. Helpdesk Support Ensured
Helpdesk managed and first level user support provided to internal customers Help desk ticketing system managed on an accurate and timely basis                        Tickets managed within agreed service level standards Calls and requests logged and progress updated  Client feedback reviewed and changes to services implemented on an on-going basis timely update provided to users and internal customers Appropriate information regarding computer related problems gathered and communicated effectively Make timely decisions about the most efficient solutions to issues Coordinate with internal departments and external service providers to ensure solutions Complex issues escalated to appropriate technicians Basic troubleshooting and 1st level support provided Responding to IT service requests to resolve technical issues Providing remote and in-person IT support to users. Install, format and maintain desktop and laptop computers Run repairs and replacements on computer hardware Set up, test and troubleshoot local and remote wireless access and network connectivity Technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Assisting others in the proper and efficient use of computers and software. User training Bizzxe Support
2. Asset and Documentation Management
IT Asset management support Vendor list maintained.  Asset registers updated and maintained Inventory register updated and maintained Disposal documents and physical verifications Document Management  manage all forms/registers designed for ICT (Capex register, Call List Tender register Vehicle mileage Spares Issues register ICT Folder and Shared drive updates Checklists, Name and organize document on the ICT folder on the Qnap, Labeling and issuing equipment
3. Well Informed Management
Preparation and submission of service and helpdesk reports  Provision of Ad-hoc reports as required by CIO and reporting manger Incident management reports
4. Safe work environment promoted and ensured at all times.
Compliance to Work place health and safety policies and procedures ensured                          Adherence and Communication of Safety, Health and Environment to all team members are on an on going basis. Occupational Health & Safety systems supported to promote zero workplace injury at all times Support Workplace hazards identification and elimination initiatives Workplace incidents and accidents reported in a timely manner
5. CJPatel Limited's values upheld and promoted at all times
Collaborate with other teams for the benefit of the organisation Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the organisation's image and values

Responsibilities - Critical Competencies

Competence	Description
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
People
Team Orientation	Work in a team towards a common aim.
Facilitation	Assist the progress of work ensuring its timely and effective completion.
Professional
Technical Strength	Demonstrate knowledge of a specialist discipline.
Technology Application	Apply technology.

Qualifications

Qualification	Discipline	Notes
Preferred
Diploma	Information Technology/Computing
Desirable
Degree	Computer Science and Information System

Work Knowledge and Experience

1. Minimum one to two years IT Support or Helpdesk administration experience
2. Excellent phone etiquette, communication and customer service skills
3. Strong time management and documentation skills
4. Troubleshooting and multi tasking skills

Requirements

Language Proficiency
Excellent command of English

Interactions

Interaction	Comments
Internal
All employees
IT Team
External
Suppliers
Contractors
Service Providers

Attributes

Attribute	Definition
Behavioural Styles
Energetic	Constantly active and driven to put in effort. Works hard to promote an enterprise.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Interpersonal Styles
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Team Oriented	Enjoys being with others as part of a group or team.
Self-sufficient and assured	Readily copes with situations without recourse/need of others, showing confidence and belief in oneself and one's own abilities.
Thinking Styles
Well organised	Controls tasks in a well thought out and critical manner.
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Initiative	Takes action and makes decisions without the help or advice of other people.