IT Helpdesk Operator

IT Helpdesk Operator

Job Title: IT Helpdesk Operator
Contract Type: Contract
Location: Kwazulu Natal
Reference: JN -062019-16504
Contact Name: Nicole Vine
Contact Email:
Job Published: June 07, 2019 10:24

Job Description


Helpdesk Operations

  • Logs requests and assigns to the relevant technicians within the Information Technology Department
  • Provides first line of support to users prior to assigning to a technician
  • Facilitates an external resources call out if the technical request cannot be resolved internally
  • Provides feedback to requestors on various request logs and After Sales Support of Calls Logged to ensure Customer is satisfied (as per the Client Satisfaction Assessment system)
  • Provides reports to line managers relating to call log summaries
  • Ensures that user access forms are correctly completed and logged and attended to timeously and filed correctly
  • Updates policies, procedures and user access forms when required
  • Ensures Service Level Agreements between IT and other divisions are kept updated and the response times & actioning contained in SLA’s are honoured



  • Receives equipment requisition from users and contacts suppliers to obtain various quotations that meets the users requirements
  • Compares all quotations that are received in order to ascertain that budget requirements are met and pricing is competitive
  • Prepares order notes and obtains relevant signatures for processing of the order with the supplier
  • Receives delivery of items ordered and records the necessary information in the asset tracking register
  • Assigns a technician to setup the equipment in the relevant department
  • Liaises with suppliers on various matters and arranges meetings if necessary



  • Acts as a backup support in the absence of the Statement Production Co-ordinator
  • Acts as a backup support in the absence of the Information Technology Secretary
  • Acts as a backup support in the absence of all Network Technicians



  • A+, N+ or similar Certification
  • MOUS / Advanced MS Office Certification



  • At least 1 years experience in a similar Helpdesk / Support type environment
  • Hands-on IT Related Skills/Experience in a similar environment 



  • Typing skills
  • Secretarial skills
  • Communication skills(verbal and written)
  • Planning and organizing
  • Prioritization and time management
  • Professional
  • Good telephone etiquette
  • Stress tolerance
  • Conflict management
  • Computer literacy


Work alternate Saturdays or when required to do so

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