Service Desk Administrator

8 months ago

Century City, South Africa JSM Business Services Full time

**Job Title: Service Desk Administrator**

**Location**: Century City, Western Cape

**Company Description**:
At our company, we are dedicated to providing specialist UK firms with the same level of service they would provide to their own clients. We understand that clients seek expertise, reliable service, and personal support from a named individual who understands their business intimately. Our unwavering commitment to finding the best solutions, our pride in assisting clients in achieving their objectives, and our deep understanding of how technology can enhance business operations are what define our success. With us, it's Personal.

**Purpose of the Role**:
As a Service Desk Administrator, you will play a pivotal role in ensuring the smooth functioning of our clients' IT systems. Your primary responsibilities will include managing, escalating, and resolving tickets in accordance with SLA criteria. Your dedication to providing exceptional service and your ability to grasp the specific needs of our clients will be critical to your success in this role.

**Key Responsibilities**:

- Managing all tickets through their lifecycle, ensuring prompt resolution and customer satisfaction.
- Serving as the initial point of contact for clients reporting IT-related issues.
- Collaborating with internal teams to escalate and resolve technical issues effectively.
- Providing tailored support to clients, understanding their individual business requirements.
- Proactively identifying opportunities to enhance service delivery and improve client satisfaction.
- Maintaining accurate records of all support activities and resolutions.

**Skills and Knowledge Required**:
**Essential**:

- Experience in managing IT service desk operations, preferably in a client-facing capacity.
- Strong communication and interpersonal skills, with the ability to build strong relationships with clients.
- Excellent problem-solving abilities and attention to detail.
- Familiarity with ITIL best practices and incident management processes.
- Ability to perform effectively under pressure and prioritise tasks effectively.

**Desirable**:

- Experience working with specialist UK firms or within a similar industry.
- Familiarity with ConnectWise and other IT service management tools.

**Additional Information**:

- Reliable transportation to and from the office is essential.

**Benefits**:

- Competitive salary
- Comprehensive benefits package, including health insurance, retirement plans, and paid time off
- Opportunities for professional development and career advancement
- Supportive and collaborative work environment

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Century City, Western Cape: Reliably commute or planning to relocate before starting work (required)

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