Help Desk Support Officer - Office of the Registrar General

Key and Critical Responsibilities

<div>- Serve as the primary point of contact for all IT-related service requests and incidents and ensuring efficient communication and resolution of user issues. </div><div>- Provide first-line technical support to Department staff, troubleshooting hardware, software, and network issues either remotely or in person. </div><div>- Escalate complex issues to higher-level IT teams or external service providers when necessary, ensuring proper follow-up and resolutions. </div><div>- Maintain an updated knowledge base of common issues, solutions, and procedures to assist in resolving user problems more efficiently. </div><div>- Perform system access management tasks, including creating, modifying, and deactivating user accounts, and managing permissions for different systems and applications. </div><div>- Monitor the performance of ICT systems and proactively identify potential issues or areas for improvement, reporting these to relevant IT teams. </div><div>- Tack and document service desk activities, including ticket status, problem resolutions, and customer interactions, to ensure accurate reporting and audit trails. </div><div>- Ensure adherence to Ministry/Department IT security policies, reporting any security incidents or breaches immediately to the ICT Security team </div><div>- Create and close tickets. Update assigned tickets (e.g., status, actions taken, etc.). </div><div>- First response to all support requests through all challenges. </div><div>- Prioritize tickets based on impact and urgency. </div><div>- Conduct initial triage/troubleshooting on a wide range of technology issues. </div><div>- For tickets resolved by the Tier 1 technician, communicate status to relevant users. </div><div>- Escalate unresolved requests and incidents to higher tiers. </div><div>- Provide deskside support. </div><div>- Provide basic how-to training to end users. </div><div>- Manage deployment and recovery of IT equipment. </div><div>- Identify opportunities for new knowledge base articles; write and edit as assigned. </div><div>- Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary. </div><div>- Maintain and update technical documentation related to service desk processes, ensuring that procedures are up to date and accessible to the team. </div><div>- Continuously monitor user feedback to improve service desk operations and implement strategies to enhance user experience and satisfaction. </div><div>- Stay current with new IT developments and trends, applying relevant knowledge to improve service desk performance and user support capabilities. </div><div>- Participate in disaster recovery and business continuity planning ensuring the service desks role in restoring IT services during emergencies is clealy defined and executed effectively. </div><div>- Performs other related duties as assigned.</div>