ICT HelpDesk Job description

Posted by charmingpea@reddit | sysadmin | View on Reddit | 2 comments

Apparently this is what Australian Immigration agents want as a Helpdesk Job Description: **Job Description – Duties and Responsibilities** * Analyse business requirements to develop and document system specifications, workflows, and technical documentation. * Consult with clients, users, and stakeholders to identify and define system objectives, functionalities, and constraints. * Evaluate existing IT systems, identify inefficiencies, and recommend enhancements or redesigns to improve performance and reliability. * Design and implement integrated computer and network systems that support organisational goals. * Plan, develop, install, configure, test, and maintain hardware and software systems, servers, and network infrastructure. * Monitor and manage system and network performance to ensure optimal speed, reliability, and security. * Install, configure, and maintain routers, switches, firewalls, wireless controllers, and other network hardware. * Administer, troubleshoot, and maintain virtualized environments and cloud services (e.g., AWS, Azure). * Ensure system and data security through access controls, firewalls, anti-virus tools, and patch management. * Perform regular system backups, disaster recovery planning, and ensure data integrity and availability. * Identify, diagnose, and resolve complex hardware, software, and network issues in a timely manner. * Implement automation and scripting for system administration tasks to improve operational efficiency. * Document configurations, procedures, and standards for ongoing support and compliance. * Collaborate with software developers, vendors, and other IT staff to support and enhance system functionality. * Research, evaluate, and recommend new technologies to improve IT infrastructure and align with business needs. * Provide technical support and guidance to end-users, ensuring smooth IT operations across departments. * Monitor cybersecurity threats and apply appropriate responses and mitigation strategies. * Configure and manage Active Directory, DNS, DHCP, VPN, remote access, and email services. * Prepare reports, user manuals, and conduct training to support users and ensure proper system usage. * Ensure all systems and network configurations comply with organisational policies and industry standards. That seems more like an entire department to me...

2 Comments

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Perfect-Concern-9762@reddit

To me this role will be part of a team, that looks after all of this, and your role may take ownership of specific parts, but also help team members in other parts eg cover for them while on holiday etc. but they include it all so you can't do the old well that's not in my position description. I may manage the mobile fleet Desktops/Laptops/Printer/CCTV system, but i can also jump on a switch and make config changed if needed, or I might need to jump in the POS system and make some minor changes, as well as be across the DR plan and participate in the DR testing, and cyber incident plan testing. etc. I work in a team of 3 that pretty much covers all of this.

charmingpea@reddit (OP)

I manage a team of 4 that also covers all of this, but I certainly don't expect my Helpdesk tech, typically fresh from Uni to cover all this. This a job description for an individual for immigration purposes. An individual with all these skills will not be working Helpdesk, but will be a senior sysadmin or network engineer, who covers the low level calls as backfill, not as their primary day to day tasks.

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