Help Desk Support Officer

Job Responsibilities

Application Support

. Install other 3-party applications upon request. . Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRIQ Ticketing, etc. . Making support request to issues related to Microsoft Office 365 platform.

. Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.

. Escalation to L2 Support.

General Support

Fault reporting: Laptop, Printer, Keyboard, Mouse, Headset, etc.

Printer Related Support: Install, Configure, Escalate to Vendor.

. Monthly Random Laptop Checks.

. User Administration: Staff On-boarding, Staff Off- boarding, Password Reset, Group email, Microsoft Admin Portal, Entra Admin Center, Intune, Azure AD, etc.

. Corporate SIM Card assignment, maintain Mobile number listing.

Network Support

. Fault reporting: VPN, Internet Connection.

. Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network

(VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc.

Meraki Device Admin, device whitelisting, blacklisting, etc.

. Sophos Central Admin, Device and user group assignment, etc.

Ruckus Admin, reset Ruckus APs, adjust settings,

etc.

. Cisco Email System support, e.g. Blacklist or whitelist domain, Email tracing, Email policies settings, etc.

Cybersecurity Support

Help Desk Support Officer

Send Staff Advisory.

. Create KnowBe4 User.

. Daily Firewall Security Checks.

. Daily Sign-In Checks.

3CX Support

. Assign extension, install and configure 3CX app, maintain extension listing etc.

b) Asset Management:

Asset Issuance, Loan Issuance, Track and maintain asset listings.

To assist in stock-taking exercise, if required. Hardware vendor liaising and coordination for Return Merchandise Authorization (RMA) and Warranty.

c) Service Progress Reports:

. Daily Sign-In Logs Report.

. Daily Firewall Security Checks Report.

. Daily Helpdesk Ticket Report.

. Weekly Helpdesk Ticket Report.

. Monthly Helpdesk Ticket Report.

. Monthly Open Pending Requests Report by Assigned Digital Information Technology (DIT) Staff.

Yearly User Licensing Report.

. Ad-hoc request, e.g. Office 365 User List and Information, User Access Management Report.

. Monthly First Response Time Report (Amount of time between a support ticket submission and the first response from helpdesk).