Service Desk Administrator

Service Desk Administrator Job Description Template

Our company is looking for a Service Desk Administrator to join our team.


  • Available immediately;
  • Delegating queries to the correct team;
  • Computer savvy;
  • Answering queries;
  • Document internal procedures;
  • Utilise and maintain the helpdesk tracking software;
  • Installation of software and hardware;
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority;
  • Assist with on-boarding of new users;
  • Monitor and respond efficiently and effectively to requests received through the ICT service management tool (Manage Engine);
  • Report issues via the correct escalation process;
  • Assign users and computers to proper groups in Active Directory;
  • Provide helpdesk support and resolve problems to the end users satisfaction.


  • Disciplined, systematic problem solving skills required;
  • Able to prioritise and work under pressure;
  • Familiar with SAP would be desirable;
  • Outstanding Customer Service / End User experience;
  • General knowledge of business practices;
  • Strong analytical, numeracy and problem-solving skills;
  • Good written and verbal communication skills;
  • Enjoy the process of learning;
  • Logical problem solving abilities;
  • Exposure to ITIL advantage;
  • Good time and task management;
  • Technical helpdesk or technical call centre experience;
  • This role requires travel to remote locations so a full clean driving licence is required;
  • Solid knowledge of Microsoft’s core business applications and operating systems;
  • Excellent written and spoken communication skills.