عايز شغل

Jun 5th 2012, 17:35

The Helpdesk Technician role is the cornerstone of IT service to the Publicis Groupe agencies. As a member of the Helpdesk team you are the IT Department to the majority of agency people and as such you have to command not only good technical skills, but the professionalism and initiative to get problems resolved quickly and without fuss.

You are part of a team and as such, supporting your colleagues, performing proactive daily checks of equipment and delivering effective business communication should be second nature.

Key Responsibilities
a) Installing and configuring IT hardware and software
b) Diagnosing and solving hardware faults
c) Replacing parts as required
d) Responding within agreed time limits to any given call
e) Dealing with multiple problems at a time
f) Effectively prioritising calls to ensure those that have greatest impact on the business are resolved first - understand who the VIP/Special users are.
g) Conducting checks on computer equipment
h) Updating the Call Management System in a timely manner
i) Working to agreed procedures for Call Management, Change Management and Operations Management
j) Seeking support from Senior Engineers and IT Management for calls that pass their due dates, or where more experience is required in resolving a call
k) Escalating major incidents to IT management quickly and clearly

Secondary Responsibilities
a) Taking responsibility for parts of the computer network. This can include file servers, work stations, printers, scanners and other peripherals
b) Testing and evaluating new technology
c) Adapting working hours to fit agreed shift patent
d) Assisting with the movement of IT equipment (may be out of regular business hours)
e) Keeping IT areas (Server room, patch panels, support desks and IT storage areas) tidy, with spare equipment labelled and available for use.
f) Providing support for new business pitch activity
g) Ensuring backup tapes are changed and labelled on a daily basis.
h) Establishing and maintaining a good working relationship with Resources colleagues and 3rd party suppliers

Key Objectives
In terms of innovation: Change and innovation are regular activities within IT. An IT department will continually change the services it provides to better meet the requirements of the user community. Helpdesk Technician as valued members of the IT Team are expected to make suggestions to improve the IT services offered.

In terms of service: The Helpdesk Technician will:
a) React to issues in a controlled and professional manner
b) Communicate with suppliers in the language of IT
c) Communicate with the agency user community in plain English
d) Be discreet when around, or have access to, sensitive information.
e) Ensure pitch activity is supported to the highest standard
f) Ensure documentation is produced in a timely and accurate manner
g) Question users patiently about a problem to better determine the solution
h) Apply logical thinking and patience to derive solutions to problems
i) Accept responsibility for delivering a high standard of work
j) From time to time work under considerable pressure to achieve immediate results in all situations.
k) Work continuously on a task until completion or referral to third parties (where appropriate).
l) Set realistic expectations with users and then meet them.

Job Details

Preferred Candidate

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