HelpDesk Support Specialist - Contract

• Ensure all requests are properly logged, categorised, tracked, followed up end-to-end, resolved, and closed.
• Build and maintain a knowledge base (with solutions) consisting of updated FAQs, case studies, processes, and procedures.
• Attend to Authority/users' calls and emails; analyse and resolve requests over the phone or email where applicable, using FAQs to identify the cause of problems and provide speedy responses.
• Locate specific types of requests logged by specific users, or extract information to support audit queries when requested by the Authority.
• Disseminate information related to systems, including system downtime notices, user communications, software-provisioning instructions, and system enhancements.
• Provide a Helpdesk Queries Analysis Report that categorises and trends queries, and proposes improvements to reduce recurrence of significant or similar queries.
• Maintain, review...

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