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Job Alert: Dragon Oil: IT Engineer – DOEH0042

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Operational: Perform helpdesk support activities; ensure that proper controls and standards are followed and all activities comply with regulatory requirements and company policy.

1. Prioritize and track issues to resolution, update the internal knowledgebase and communicate learning with relevant business units.
2. Provide first line response for users requiring assistance with information technology issues and problems.
3. Record and respond to requests for technical assistance received via phone, e-mail and help desk management system.
4. Escalate support issues as necessary to other members of the team and vendors.
5. Maintain an up-to-date inventory of computer equipment, accessories, software, licenses and associated records.
6. Develop and maintain a knowledgebase of known issues and solutions to fully leverage team experience and best practice.
7. Hardware and operating systems installation.
8. Troubleshoot, diagnose and resolve technical hardware and software issues.
9. Assist in network and cabling upgrades and offices relocations.
10. Maintain the telecommunications system.

Control: Monitoring performance and compliance and addressing problems as they arise .

1. Ensure actions performed comply with relevant internal control measures and are within the control framework.
2. Ensure that all helpdesk activities are properly documented in accordance with required standards, methods and procedures and follow an established management of change process.
3. Assist with identifying gaps in the effectiveness of controls and identify opportunities for more efficient and effective controls.
4. Support audit-related tasks and follow up on audit Corrective Action Plans to ensure timely and proper close-out of audit recommendations and nonconformities.

5. Work with line manager to implement appropriate changes to systems, procedures and working practices for better control and efficiency.

Liaison and coordination: Provide helpdesk operations process and procedure guidance to projects.

1. Liaise with other teams in the IT department for support and troubleshooting when necessary.
2. Provide support in the preparation and provision of audit packs to facilitate completion of scheduled internal and external audits in accordance with approved timelines.
3. Keep up-to-date with technology and system administration developments relevant to helpdesk function, and contribute to the development of new or amendment of existing documents (guidelines, standards, procedures, etc.) and working practices when necessary.
4. Undertake any ad hoc responsibilities assigned by line manager.

Reporting: Prepare reports in support of helpdesk activities.

1. Prepare reports on helpdesk activities, performance and operational issues.
2. Contribute to helpdesk weekly and monthly reports.
3. Prepare and issue ad hoc reports relevant to helpdesk activities and responsibilities.
4. Contribute to department input to the Risks Register.

Qualifications:

Job Factors

Minimum Education Level Required

Diploma in Computer Science or a similar field
Certificate:
The minimum years of experience required (All qualification listed Must be job related)
Minimum 5 years’ experience in an IT helpdesk or technical support environment

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