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Ict Service Desk Administrator

3 weeks ago

Cape Town, South Africa Praesignis (Pty) Ltd Full time

**Responsibilities/Tasks**:

- Provide 1st line technical support to resolve service desk incidents and to asses and route incoming user and vendor queries that require escalations/assignments e.g. if an issue needs to be assigned to another support engineer.
- Perform some technical functions i.e. reimage windows laptops, creating AD accounts, reset passwords etc.
- Support the ICT department in building and maintaining a world class service desk by making sure all user requests are processed accurately with maximum efficiency.
- Interface with both internal and external customers/vendors on issues/incidents/requests relating to the service desk to ensure communication gaps are closed.
- Build up ICT knowledge base for faster problem resolution and turnaround times.
- To log service requests and enquiries for customers and resolve or assign to the appropriate business units.
- Assist with information extractions and reporting on various ICT related systems for audit purposes
- Co-ordination and administration of software licensing renewals as well as hardware maintenance and support renewals.
- Co-ordination, administration and follow up of ICT related procurement requests.
- Collate ICT budget items and accurately keep track of cost / spend.
- Manage and maintain software licensing and IT asset inventory.
- Provide administrative support to the ICT Manager and ICT & DevOps Team Lead
- Assist in the planning, implementation and post-implementation phases of ICT Projects.
- Scheduling and co-ordination of ICT maintenance operations and companywide communication relating to operations/projects the ICT department.
- Process and manage change requests for the ICT team from inception to sign off.
- Organizing and Administration of ICT documentation repositories.
**Skill / Experience Requirements**:

- Degree/National Diploma or Related IT Certification or Work experience
- Minimum 2 years experience in a ICT Support/Helpdesk role
- Knowledge of IT infrastructure, Applications and IT concepts
- Good communication skills written and verbal
- ITIL Awareness and experience
- Demonstrate experience with ICT asset and Software license management
- Demonstrate experience with management of ICT budgets
- Demonstrate experience with ICT procurement processes
- Demonstrate experience in administration of ICT Projects
- Demonstrate some understanding of most common Microsoft products
- Active Directory
- Exchange Server
- Windows 7, 10 Windows Server 2008, 2012
- Azure
- Office 365
- Demonstrate experience in supporting technical laptop issues
- Any IT certifications will be advantages
**Personal Profile**
- Acute attention to detail
- Customer focused with good planning and organising skills
- Ability to manage timelines and prioritize work
- Ability to work under pressure and handle large workloads
- Adaptability and willingness to learn
- Analytical thinking, enjoys problem solving
- Action oriented and good decision-making skills