Service Desk Administrator
3 weeks ago
**Client Details**:
**Role Responsibilities**:
Providing 1st line technical support to resolve service desk incidents and to assess and route incoming user and vendor queries.
Performing some technical functions i.e. reimage windows laptops, creating AD accounts, reset passwords, etc.
Supporting the ICT department in building / maintaining the service desk by making sure all user requests are processed accurately with maximum efficiency.
Interfacing with both internal and external customers / vendors on issues, incidents and requests relating to the service desk.
Building up ICT knowledge base for faster problem resolution and turnaround times.
Logging service requests / enquiries for customers and resolving / assigning to the appropriate business units.
Assisting with information extractions and reporting on various ICT related systems for audit purposes.
Coordination / administration of software licensing renewals as well as hardware maintenance and support renewals.
Coordination, administration and follow up of ICT related procurement requests.
Collating ICT budget items and accurately keeping track of cost / spend.
Managing / maintaining software licensing and IT asset inventory.
Providing administrative support to the ICT Manager and ICT & DevOps Team Lead.
Assisting in the planning, implementation and post-implementation phases of ICT Projects.
Scheduling and coordination of ICT maintenance operations and company wide communication relating to operations / projects of the ICT department.
Processing and managing change requests for the ICT team from inception to sign off.
Organising and administration of ICT documentation repositories.
**Preferred Qualifications**:
Degree/National Diploma or Related IT Certification or Work experience
**Relevant Skill / Experience**:
2 years experience in a ICT Support / Helpdesk role.
Knowledge of IT infrastructure, Applications and IT concepts.
ITIL Awareness and experience.
**Experience in the following**:
ICT asset and Software license management.
Management of ICT budgets.
ICT procurement processes.
Administration of ICT Projects.
Supporting technical laptop issues.
**Understanding of the following Microsoft products**:
Active Directory | Exchange Server
Windows 7, 10 | Windows Server 2008, 2012
Azure | Office 365
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