Position Title: Help-Desk Coordinator
Role Status: Full Time – Permanent
Location: Maluafou – Samoa
Reports to: Manager
Business Unit: Information Systems and Services (ISS)
Date: 19 January 2017
Position Summary:
The Helpdesk Officer is immediately responsible for ensuring that all service requests are logged entirely and is monitored throughout its service lifecycle until closure. The position is also responsible for technical support and maintains the information infrastructure of the company. Able to provide technical expertise for all network users in the areas of problem resolution, hardware, and software upgrades.

Key Accountabilities and Results Areas

·         Helpdesk Management – assigning and tracking tickets – escalation, reporting and statistical analysis of tickets

·         Desktop/Laptop support –support for physical desktops, VMs/Zero Clients and Laptops for corporate users – h/w, s/w and IP connectivity

·         Administration and maintenance of key corporate systems – JDE (or equivalent), Security Systems, Camera, AD, internal DNS and DHCP and Printer Monitoring


Major Responsibilities

·      First line of support for a wide range of IT service

·      Check and monitor service request on helpdesk system

·      Design reports and SLA for Helpdesk tasks based upon user feedback and requirements

·      Ensure procedures and processes for Service request resolution is adhere to

·      Direct service request to the appropriate staff

·      Draft trend reports based on database statistics

·      Conduct users trainings in the basic operation and maintenance of computers and related equipment

·      Performs maintenance and installation of company computers

·      Responsible for the performance check of company network from time to time

·      Performs all functions required to prepare and install computers and related technical equipment, including connections to the data communications network

·      Interfaces with external and internal customers on a regular basis to resolve technical issues

·      Assists in preparation and installation of software and peripheral devices

·      Assists in the diagnosis and resolution of software problems

·      IP Phone installation and maintenance

·      Prepares and coordinates the sending equipment out for repair

·      Orders and inventories technical equipment and parts

·      Tier 1 support requests for ISP system Tarka and coordinating with field technicians

·      Tier 1 support for VMware systems

·      Works independently with minimal supervision

·      Other duties as assigned



 Key Stakeholder Relationships

Internal Stakeholders:

·  ISS

·  Management

·  All departments

External Stakeholders:

·   Vendors

·   Suppliers

·   All customers


 Key Requirements and Competencies

Qualifications/ Experience:


·      Degree in IT or related field

·      At least3 years of relevant working experience with troubleshooting various IT equipment and software


Knowledge/ Skills /Ability:

·   Strong written and verbal communication skills

·   Valid driver’s license with clean driving record 

·   Fundamental problem solving abilities

·   Commitment to customer service; strong communication skills and ability to build solid working relationships with customers and department team members

·   Ability to work as a team player and also be able to work independently with minimal supervision

·   Excellent people skills

·   Work well within a team to resolve IT issues

·   Strong initiative to improve efficiency and quality of work


Organisational Competencies:

·       Customer Service – Treats all customers courteously; is responsive to customer requests and elicits feedback from them to monitor their satisfaction; considers both the short and long-term interests of the customer in making service decisions; proactively identifies customer needs and takes responsibility for resolving customer complaints in a timely manner.


·       Learning Agility – Demonstrates a personal learning orientation; seeks and constructively uses feedback to build on strengths and manage weaknesses; is curious and shares learning, and in doing so creates an expectation in others to seek and learn from experiences.


·       Building Collaborative Relationships – Exhibits an ability to cooperate and collaborate with colleagues across Telecom to achieve shared goals; develops and maintains a range of internal and external networks to meet organisational objectives; looks for opportunities to support colleagues.


·       Self Management – Sets personal goals in line with business unit plans; takes responsibility for prioritising own work; looks for opportunities to improve performance; is passionate about achieving results.


·       Continuous Improvement – Looks for opportunities to apply continuous improvement practices / principles in their work area; responds to suggestions from others; applies new learning so as to improve individual and team performance.



Business Compliance:

Ensure a sound understanding and:

·         demonstrate commitment to and comply with all legislation and Bluesky policy relevant to the role and all activities undertaken in the role

·         ethical performance in an effort to maintain a high standard of conduct expected and deserved by our customers and to enable the Company to continue to offer its services and comply with our Bluesky Code of Ethics and Conduct.


Health and Safety:

·       Undertake all work in a safe manner and follow all company and workplace health and safety procedures

·       Identify new hazards and advise manager or workplace Health and Safety representative/coordinator within 24 hours of identification

·       Accurately report incidents and accidents to manager or workplace Health and Safety representative/coordinator as soon as possible.

Vision, Purpose, Values, & Way

Our Vision

Our Purpose

Our Values

The Bluesky Way

To be the most recognised

and preferred company for

connecting our Pacific

communities around the


We apply technology and

service excellence to

advance and improve the

lives of our customers

·         Customer first

·         Team work

·         Integrity

·         Passion

·         Positive attitude and smile!

We take ownership and

always do our best for



We respect and support

each other.