Verantwoordelijkheden IT helpdesk medewerker:

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- Eerste (telefonisch, via email of ticketing systeem) aanspreekpunt voor eindgebruikers met IT-problemen

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- Door middel van gerichte vragen vaststellen of een probleem hardware- of software gerelateerd is.

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- Onmiddellijk oplossen van eerste-lijn problemen met de standaard applicaties (Windows, Office, internet, software drivers, specifieke gebruikersprogramma’s, …)

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- Op afstand overnemen van een PC teneinde een accurate diagnose te stellen of het probleem op te lossen

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- Doorzetten van een probleem naar tweede-lijn support of hardware fabrikant

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- Assisteren van gebruikers met “hoe doe ik dit”-vragen voor de standaard applicaties

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- Toegangs-issues oplossen (verloren paswoord, gelockte accounts, verkeerde toegangsrechten, …)

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- Netwerkproblemen vaststellen en waar mogelijk oplossen

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- Anti-virus, malware, ransomware issues identificeren en oplossen

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- Verloren bestanden recupereren – back-up & restore faciliteren

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- Drivers voor printers en andere randapparatuur installeren of updaten

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- Documenteren van alle relevante acties in het call management systeem

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- Elke dag bijleren – wat je vandaag niet kan, kan je morgen bijleren

\r\n\r\n

Concreet: ervoor zorgen dat de eindgebruiker zo snel mogelijk operationeel is en terug optimaal kan werken.

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