Admin Assistant - IT Helpdesk Job

The Helpdesk Technician should be able to provide fast and useful guidance or assistance for all reported queries. He/She must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution or escalate it to the next level. He/She must also be customer-oriented and patient when dealing with difficult customers. Support requests can be received through telephone calls, WhatsApp, email, or in person from staff, students, and parents.

The goal is to create value for GAA Families that will help preserve the company’s reputation and business.

Embrace and encourage the ethos and standards of excellence as defined in the GEMS Core Values.

• Serve as the first point of contact for users seeking technical assistance over the phone, email, or in person.
• Empathize with users regarding their problems.
• Probe to understand the issue properly.
• Record events and problems and their resolution in logs.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Follow up and update users on status and information.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Ensure all new equipment is functional before distribution.
• Maintain a current inventory of hardware, software, and passwords.
• Communicate with users to assess their ongoing needs, recommend best practices, effective solutions, and implement them to produce desired results.
• Maintain records and manage logs of all work undertaken.
• Ensure GEMS policies, procedures, and codes of conduct are followed at all times.
• Initiate effort and energy beyond the typical workday when tasks require additional commitment.
• Attend staff meetings and serve on committees as required.
• Perform other duties as requested by direct and dotted reporting line managers/supervisors.