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IT Service Desk Administrator

1 month ago

Cape Town, South Africa RJPersonnel Full time

3years
- Assisting with writing, editing, and revising training manuals for new and updated software and hardware
- Providing technical assistance for questions and problems
- Diagnosing and identifying system errors and other issues
- Following up with customers to ensure full resolution of issues
- Requesting feedback and/or monitoring calls and other methods of correspondence
- Running reports to analyse common complaints and problems
- Assisting with Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
- Follow up with vendors / suppliers regarding the state of support tickets
- Ensure tickets are logged correctly for support within the company and with suppliers/vendors
- Complete daily checklists and escalate concerns accordingly
- Monitor monitoring tools for alerts and direct, escalate or resolve accordingly
- Ensure systems are monitored on relevant monitoring tools
- Problem and incident management
- Manage status reporting on support activities
- Provide status updates to relevant stake holders
- Monitor security solutions to ensure proper operations and deployment
- Source quotes for products related to IT

**Qualifications and Experience**:

- Minimum of 3 years in a service desk/IT Support role
- Matric / Grade 12 or equivalent required
- Good Computer Skills and the Ability to Troubleshoot and Diagnose Problems
- Familiarity with PC Hardware, Software and computer networks
- Experience in a Service Desk environment or working on a Service Desk
- Ability to Communicate Effectively to help customers with their issues
- Writing and Editing Skills to assist in writing and updating manuals
- Microsoft Office and related packages
- Strong customer service orientation
- Detail and quality focus
- Emotional maturity
- Systemic and Critical thinking

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