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Gdt Service Desk Administrator

3 months ago

Durban North, KwaZulu-Natal, South Africa Aspen Pharma Group Full time

JOB PURPOSE


Operational role in the digital technology organization and is accountable for the processing and coordination of appropriate and timely responses to service desk process records (incident, problems, requests, etc.) and ensuring they are appropriately assigned.

Support the general and maintenance of the ServiceDesk platform.

KEY PERFORMANCE AREAS

  • Responds to common requests for service by providing information to enable fulfilment.
  • Promptly allocates unresolved calls as appropriate.
  • Maintains records, informs users about the process and advises relevant persons of actions taken.
  • Prioritises and diagnoses incidents according to agreed procedures.
  • Investigates causes of incidents and seeks resolution.
  • Escalates unresolved incidents.
  • Facilitates recovery, following resolution of incidents.
  • Documents and closes resolved incidents according to agreed procedures.

JOB REQUIREMENTS

EDUCATIONAL QUALIFICATIONS & EXPERIENCE

  • Matric / Grade 1
  • B.Com / BSc. Computer Science degree or equivalent work experience

CERTIFICATIONS/REGISTRATIONS

  • Current industry certification (i.e., ITIL, COBIT, GxP, GAMP etc.)

EXPERIENCE
5+ years' experience of managing relationships with internal business customers

SPECIFIC EXPERIENCE, KNOWLEDGE AND REGISTRATIONS

  • Experience and sound knowledge of service incident and request management methodologies
  • 5+ years' experience coordinating a service desk function in a large complex/matrix global organisation

WORK-SPECIFIC SKILLS & EXPOSURE

  • 5+ years' experience and knowledge of service desk technologies and processes and working with internal and 3rd parties in a multivendor approach.

SKILLS AND ATTRIBUTES

  • Teamwork
  • Initiative
  • Results oriented
  • Focused
  • Problemsolving and good judgment
  • Cooperation
  • Proactive
  • Active listening skills
  • Pragmatic
  • Empathy

KNOWLEDGE

  • Technical / professional knowledge
  • Industry knowledge

ASPEN COMPETENCIES

BUSINESS

  • Accountability/ Ownership

PEOPLE

  • Communicate Effectively

SELF

  • Take Action with Integrity
Aspen is committed to the principles of equal employment opportunity.

Preference will be given to applicants from designated groups through a fair recruitment and selection process in line with Aspen's Transformation Agenda.