IMT Helpdesk Administrator -Gauteng Province

We seek to appoint a IMT Helpdesk Administrator at the Johannesburg office. In this role the successful person will be responsible for providing IMT support to the African Barrick Gold regional user community. It covers first to second level IMT end user computing support on a daily basis.

KEY RESULT AREAS:

· Resolves user questions, problems and requests in the areas of hardware, software, operating systems, remote access or networking issues.

· Respond to emails & calls for assistance including required escalations for resolution.

· Provide prompt and courteous customer service.

· Stages, Repairs and Configures PC hardware, software and peripheral equipment in accordance with standing instructions.

· Arranges for vendor maintenance servicers as needed per the applicable warranties.

· Configures PC hardware core connectivity networking and external access functionality in accordance with standing instructions.

· Configures PC hardware end user functional role requirements to ensure technical operational effectiveness.

· Perform evaluations, diagnostics and troubleshooting of PC or network hardware and software.

· Coordinates resolution of user problem/request with end-user, Help Desk, other members of the End User Services, network and server teams and other IT personnel as needed.

· Answers and evaluates incoming telephone, voicemail and email.

· Resolves or escalates Work Orders in a timely manner and within the SLA within the IMT team.

· Communicates resolution status with customers and maintains accurate work records in Work Order.

· Trains and assists users in the use of new PC software or hardware as required.

· Participates in internal projects as assigned. This includes participating in IT related projects, deployment of new desktop applications.

· Performs maintenance on systems as needed.

· Ensures all IMT Standards are adhered at all times.

PROFESSIONAL AND INTERPERSONAL SKILLS/ATTRIBUTES

Education and Experience Requirements:

• Matric, A+, N+ or preferably MCTS on Windows 7. Any form of studies towards either MCSE or MCIPT would be a added advantage.
• 4 years plus experience in IT helpdesk support with a strong Windows (XP/Windows 7, 2007, MS Office) background.

· Must possess the ability to resolve complex PC hardware and software problems.

· Remote diagnostics and troubleshooting client workstations

· Excellent interpersonal skills, communication skills and customer service skills.

· Above average to superior skills with MS Office applications as well as familiarity with Microsoft Project and Visio.

· Experienced and familiar with Active Directory.

· MS Exchange experience is favourable.

· Understand network topologies.

· Be able to troubleshoot VPN Service and Wireless networks.

· Must be efficient in a fast-paced competitive environment.

· Experienced and familiar with ABG’s ticket tracking system BMC.

· Experience with PC, Mobile devices and Printer support, both with hardware and software.

· Proactive and positive attitude, relationship building, responsiveness, and tactful.

· Commitment to the IMT values and standards and self driven.

· Understanding of ITIL 3.0 processes.

The position will attract a competitive salary package, which will include excellent benefits. Applicants are invited to submit their CV’s (indicating the position title in the subject) via e-mail to: applyafrica@barrick.com

IMT Helpdesk Administrator South Africa-Gauteng Province