Help Desk Co-Ordinator (MIS/IT 2)

KEY OUTPUTS:

• Calls and communication between users and technical staff accepted and   managed; 
• Incoming tickets logged, scheduled and distributed;
• New end-user equipment installed and updates provided;
• Dispatch schedule created and maintained;
• New closed user group (CUG) mobiles and VoIP phones commissioned;
• IT inventory updated; 
• Individual workplan prepared;
• Monthly status reports prepared and presented.

Key Responsibility areas

Technical/Professional

• Accepts calls and manages communication between users and technical staff (ie. technicians, developers and administrators);
• Logs, sets deadlines and distributes all incoming tickets using the approved ticketing system;
• Maintains the cleanliness and integrity of the ticketing system;
• Prepares and presents status reports on tickets and Service Level Agreements (SLA) performance;
• Follows up with assigned technical staff for updates and ensures adherence to prescribed Service Level Agreements;
• Issues follow-up customer satisfaction surveys to support continuous improvement;
• Provides initial response and level 1 support for hardware, OS and application issues in order to collect details;
• Acts as a liaison with 3rd party support providers where necessary in order to bring tickets to resolution;
• Installs new end-user equipment and provides updates to the central inventory management system; 
• Creates and maintains the dispatch schedule for all technical staff based on active ticket load;
• Escalates tickets with the approval of the Lead Technical Support Analyst for the review of the Lead Applications Analyst and Lead Systems Analyst where necessary;
• Contributes to the IT knowledge base, and performs dissemination of, and seeks for, information relating to basic end-user support tasks;
• Commissions new closed user group (CUG) mobiles and VoIP phones;
• Updates the IT inventory to track movement or reassignment of assets based on active tickets;
• Keeps abreast of and obtains the necessary training for continuous improvement for the services provided by the Branch;

Minimum Required Education and Experience

• Associate of Science Degree in Computer Science or equivalent;
• Minimum of 1 year of professional working experience in IT support;
• CompTIA A+ certification or CCNE certification is preferred;
• Familiarity with well-known network management solutions (eg. SpiceWorks, ProxMox) is preferred.

Kindly submit a cover letter and resume along with the names, telephone numbers, and email addresses of two (2) references, one of whom must be a former or current supervisor.

The Ministry of Health & Wellness thanks all applicants for their interest; however, please note that only short-listed candidates will be contacted.