IT Monitoring & HelpDesk Services

IT Monitoring & HelpDesk role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. Operational • Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator • Provide user data and application recovery • Email account administration, i.e., account creation and management and distribution lists on Exchange 2007 • User account administration, i.e., account creation and management and password resets on Active Directory • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software • Use tools and methodologies to load, copy and customize operating system configurations for deployment • Responsible for the daily switching of backup tapes at the different backup sites • Provides backup support and assistance to the Network Administrator as needed • Responsible for tracking hardware and software inventory • Familiarize end users on basic software, hardware and peripheral device operation • Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator • Works with vendor support contacts to resolve technical issues within the desktop environment • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible • Works with other IT team members regarding new branch builds and upgrades • Dealing with queries by following departmental procedures for fault resolution • Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines • Arranges for and/or prepares equipment for shipping/receiving • Maintains I.T. records and tracking for area of responsibility • The duties requires that the Desktop Support Administrator correctly records work requests using some applications such as Microsoft CRM or related applications that is approved by Bank Windhoek • Ensures that supported customer accurately completes the approved work request with the date and time of submission • Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures • Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas • Maintain adequate knowledge of operating systems and application software used to provide a high level of support • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures