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Service Desk Administrator

1 month ago

Johannesburg, Gauteng, South Africa Nexio Full time
Job title : Service Desk AdministratorJob Location : Gauteng, JohannesburgDeadline : March 19, 2025Quick Recommended Links
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PRIMARY DUTIES AND RESPONSBILITIES

Service Desk Support:

  • Act as the first point of contact for IT support requests, providing assistance to end users via phone, email, or ticketing system.
  • Troubleshoot and resolve basic to intermediate technical issues related to hardware, software, and networking.
  • Escalate complex issues to appropriate IT teams and ensure timely follow-up and resolution.
  • Maintain accurate records of support requests, resolutions, and system updates in the ticketing system.

User and System Administration:

  • Manage user accounts, access rights, and system permissions in accordance with IT security policies.
  • Assist in setting up and configuring IT equipment, including workstations, peripherals, and mobile devices.
  • Provide guidance and training to end users on IT systems, software applications, and best practices.

IT Service Management:

  • Monitor IT service desk performance and ensure compliance with established service level agreements (SLAs).
  • Identify trends in support requests and propose solutions for improving efficiency and user experience.
  • Maintain and update IT documentation, including user guides, troubleshooting steps, and service desk procedures.

Incident and Problem Management:

  • Log and track reported incidents, ensuring proper documentation and timely resolution.
  • Collaborate with IT teams to identify root causes of recurring issues and implement long-term solutions.
  • Participate in IT projects related to system upgrades, migrations, and infrastructure improvements.

Additional Information:

  • The ability to work in a team and to be proactive around self-learning
  • The ability to work under pressure and to tight deadlines
  • Willingness to assist with additional tasks given to the team
  • Interpersonal skills
  • Good communication skills
  • Behavioral traits such as attitude, motivation and time management
  • Required to work shifts (24 x 7 x 365)
  • Be prepared to perform standby duties and work irregular hours if required

TECHNICAL / PROFESSIONAL COMPETENCIES

  • Resolve as many calls as possible on first call resolution
  • Perform daily health checks in the environment to ensure all systems are fully
  • Identify and learn appropriate software used and supported by the
  • Escalate queries beyond the scope to L3 support
  • Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

  • Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience).
  • 2+ years of experience in IT service desk support or a related role.
  • Strong knowledge of Windows and macOS operating systems.
  • Familiarity with IT service management (ITSM) frameworks such as ITIL.
  • Experience with ticketing systems (e.g., ServiceNow, Jira, or Zendesk).
  • Basic understanding of networking, cybersecurity best practices, and cloud-based services.
  • Excellent troubleshooting and problem-solving skills.
  • Strong interpersonal and communication skills with a customer-focused approach.
  • IT certifications such as CompTIA A+ and/or CompTIA N+, ITIL Foundation, or Microsoft 365 Certified are a plus.
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