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Administrator: Service Desk
4 weeks ago
**KEY PERFORMANCE AREAS**
**1. Provide Support to Stakeholders**
1.1. Provide day to day Tier1 service desk support by responding to support queries telephonically or via computer chat;
1.2. Follow up with clients on the logged queries;
1.3. Setup and prepare boardroom equipment for meetings;
1.4. Maintain a high degree of customer service for all support queries and adhere to all service management principles;
1.5. Provide administration support to the unit.
**2. Service Desk Administration**
2.1. Maintain a log of any software or hardware problems detected;
2.2. Support users in the use of computer equipment by providing necessary training and advice;
2.3. Unlock user accounts and reset passwords;
2.4. Make follow-ups on unresolved queries and update the user regularly;
2.5. Do basic hardware and software support;
2.6. Assist with setting up of hardware and maintain the asset register;
2.7. Report hardware repairs to service providers and make follow-ups on the statuses;
2.8. Assist with booking travel and providing meeting services;
2.9. Create payment requisitions and process invoices for all contracted service providers;
2.10. Administer the procurement of goods and services for the unit.
**MINIMUM REQUIREMENTS**
**1. Experience and Qualification**
- M+3 qualification in in Information Technology/Computer Science;
- Minimum 2 years’ experience in Information Technology environment;
- Certification in A+ and N+ is an added advantage;
- ITSM Certification would be an advantage.
**2. Knowledge of**:
- Problem solving telephonically;
- Hardware and software installation and diagnosis;
- End User Computing services and related LAN Infrastructures Services;
- Microsoft Active Directory; Microsoft Exchange; Microsoft Outlook and Microsoft 365;
- Office administration support;
- Remote Support tools;
- IT Service Management;
- VOIP Telephony support;
- Customer oriented and service focus.
**3. Skills**
- Networking and computing skills;
- Time management skill;
- Excellent Communication Skills;
- Good telephone etiquettes.
**Job Type**: Temporary
Contract length: 6 months
**Experience**:
- IT work: 2 years (preferred)
License/Certification:
- M+3 qualification in IT/Computer Science (preferred)
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