Service Desk Administrator

6 months ago


Edenvale, South Africa Signature Cosmetics Full time

**Responsibilities**:

- Adhere to all internal processes and policies in order to minimise potential disruption to business activities
- Provide first line technical support to resolve service desk incidents and re-route the query or escalate as and when required
- Process all requests accurately and with maximum efficiency
- Ensure that all tickets are addressed in line with Service level agreements/business expectations
- Ensure that all incidents logged with the service desk are captured on the system according to established standards
- Ensure accurate and timeous resolution of all calls
- Share learnings from incidents logged with the service desk team and line manager
- Escalate all incidents, service requests or issues in line with levels of authority and provide feedback to customers
- Provide relevant feedback on all unresolved incidents
- Assist with the setting up of workstations with computers and required devices such as routers and printers, and configure appropriate software and functions according to requirements
- Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks
- Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested
- Address any gaps in knowledge or information of major incidents and raise any queries regarding instructions and guidelines to address queries, communicate status and the impact on clients
- Share knowledge of previous incidents, solutions, and technical skills with team members
- Maintain relationships with all customers and stakeholders in line with SLA’s to achieve operational excellence
- Effectively address client frustration and required service level delivery
- Maintain methods of communication to keep stakeholders informed and build effective relationships
- Provide administrative and technical support to the IT department and line manager

**Requirements**:

- Grade 12 or equivalent qualification required
- IT certificates an advantage
- Relevant IT Degree (BCom, BSc) or related qualification an advantage

**Experience**
- Minimum 2 years’ experience as a Service Desk, Help Desk Administrator required
- Demonstrated experience in supporting technical desktop, laptop, and Point of Sale issues
- Experience in a retail environment an advantage



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