Helpdesk Officer - Central Support Services at Ampath

Purpose of Position:

• To provide a first line helpdesk support to internal and external clients assisting in the timeous resolving of PC hardware and software problems.

Key Responsibilities:

• Perform first line technical support to internal and external clients in order to ensure prompt resolution of PC hardware and/or software related problems.
• Perform Meditech operational tasks in order to maintain system health.
• Maintain the Meditech backup system in order to ensure effective recording and storage of data.
• Perform general departmental tasks in order to ensure workflow requirements are met.
• Maintain good client relations in order to promote the image of Ampath.

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Requirements:

• Grade 12
• Relevant IT qualification or equivalent
• 2-3 years previous helpdesk (telephone support) experience
• 2-3 years experience in utilising a relevant call logging software
• 2-3 years Microsoft Office (MS Word, MS Excel and MS PowerPoint) usage and trouble shooting experience.
• Advanced knowledge of Microsoft based operating systems (Windows 7 / 10)
• Knowledge of IT infrastructures (Networking connectivity and database)
• Knowledge and understanding of PC hardware, Network set-up and configuration.
• Computer skills: Use advanced computer technology effectively.
• Communication skills: Read, write and speak fluently in English.

Advantageous:

• 1-2 years helpdesk (telephone support) experience within a Medical environment.
• 1-2 years HEAT Call logging experience
• Knowledge of IT infrastructures (Networking connectivity and database)
• Knowledge of the Meditech system

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Behavioural Competencies:

• Customer Focus: The ability to handle clients in an effective and professional manner.
• Problem solving and Analysis: The ability to quickly grasp the core of a problem, attend to relevant detail when analysing a problem and determine the possible causes for a problem.
• Quality Orientation: The ability to ensure quality and productivity standards are met.
• Team work: The ability to act as a part of a team and contribute to the overall effectiveness of the team.
• Technical knowledge: Demonstrate a readiness to originate action.
• Action orientation: The ability to demonstrate a readiness to originate action.
• Attention to detail: The ability to identify errors and correct mistakes.
• Flexibility: The ability to adapt work methods; ideas and habits to align to the changing environment.
• Stress management: The ability to maintain work performance under pressure.
• Task structuring: Plan, prioritise and structure own work to achieve objectives.