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Service Desk Administrator

3 months ago

Edenvale, Gauteng, South Africa Signature Cosmetics Full time

Responsibilities:

  • Adhere to all internal processes and policies in order to minimise potential disruption to business activities
  • Provide first line technical support to resolve service desk incidents and reroute the query or escalate as and when required
  • Process all requests accurately and with maximum efficiency
  • Ensure that all tickets are addressed in line with Service level agreements/business expectations
  • Ensure that all incidents logged with the service desk are captured on the system according to established standards
  • Ensure accurate and timeous resolution of all calls
  • Share learnings from incidents logged with the service desk team and line manager
  • Escalate all incidents, service requests or issues in line with levels of authority and provide feedback to customers
  • Provide relevant feedback on all unresolved incidents
  • Assist with the setting up of workstations with computers and required devices such as routers and printers, and configure appropriate software and functions according to requirements
  • Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks
  • Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested
  • Address any gaps in knowledge or information of major incidents and raise any queries regarding instructions and guidelines to address queries, communicate status and the impact on clients
  • Share knowledge of previous incidents, solutions, and technical skills with team members
  • Maintain relationships with all customers and stakeholders in line with SLA's to achieve operational excellence
  • Effectively address client frustration and required service level delivery
  • Maintain methods of communication to keep stakeholders informed and build effective relationships
  • Provide administrative and technical support to the IT department and line manager

Requirements:

  • Grade 12 or equivalent qualification required
  • IT certificates an advantage
  • Relevant IT Degree (BCom, BSc) or related qualification an advantage

Experience

  • Minimum 2 years' experience as a Service Desk, Help Desk Administrator required
  • Demonstrated experience in supporting technical desktop, laptop, and Point of Sale issues
  • Experience in a retail environment an advantage