Service Desk Administrator Job Description Template
Our company is looking for a Service Desk Administrator to join our team.
Responsibilities:
- 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.
Requirements:
- 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.