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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
3
Technicians and Associate Professionals
Sub-Major Group
35
Information and Communications Technicians
Minor Group
351
Information and Communications Technology Operation and User Support Technicians
Unit Group
3512
Information and Communications Technology User Support Technicians
Minor Unit Group
MASCO Code
3512-01
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Computer Help Desk Technician provides first-level technical support to end users by diagnosing and resolving hardware, software, and network-related issues to ensure continuity of operations. They respond to service requests through various communication channels, guide users through troubleshooting steps, install and configure equipment and applications, and maintain accurate records of incidents and resolutions. Complex issues are escalated to higher-level support, and they may also provide system configuration, data support, and user assistance for specialised applications as required.
Tasks
Serve as the first point of contact for technical support via phone, email, or chat.
Troubleshoot and resolve hardware, software, and network issues, including accounting software, and perform minor maintenance and repairs.
Install, configure, and maintain computer systems, software applications, and peripherals.
Document incidents, solutions, and support processes in helpdesk ticketing systems.
Escalate unresolved or complex issues to higher-level support teams.
Assist users in basic operations and software usage.
Manage user accounts, including password resets and access permissions.
Skills
Basic
Ability to work under pressure with attention to detail.
Customer service orientation with the ability to handle client or user concerns effectively.
Problem-solving and analytical thinking for technical issues.
Strong communication and interpersonal skills.
Time management and organisational skills to prioritise and manage multiple tasks.
Specific
Ability to assist users with basic operations, system updates, and software guidance.
Experience with helpdesk ticketing and IT service management tools.
Knowledge of basic networking fundamentals and user account management.
Proficiency in troubleshooting hardware, peripherals, and software applications, including specialised software such as accounting systems.
Proficiency with operating systems and common productivity applications.
Additional Info
QUALIFICATION
Diploma or equivalent
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