Senior Service Desk Administrator

**Overall Purpose of the Job**

Responsible for the timely and effective response to IT/System user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for basic problem resolution for new and existing systems and provides basic telephonic training on these systems when required. May manage the incident to completion.

Ensures that optimum relations with clients are established and maintained. Ensures that agreed standards in respect of length of call, wrap-up time, log-on time and completion of correct code system and database are maintained. In a sales oriented centre, maximises cross selling opportunities and ensures that targets are attained. In a Service Centre / Help Desk function provides first-line support for user enquiries on problems relating to hardware and software products installed, responds timeously and effectively to IT user queries and problems through logging of problems reported and the co-ordination of rapid and appropriate responses. This includes: basic training for the user, assisting the user to resume normal operation, channelling requests for help to appropriate functions; monitoring progress, and keeping users appraised. The maintenance of an inventory of equipment supported by the Service Desk / Help Desk together with logs of user details, problems and resolutions, for administration and planning purposes.

Provides service on a shift basss for:

- Weekdays up 12 hours (06:00-18:00)
- Saturdays up to 6 hours (08:00-14:00)
- Sundays up to 4 hours (09:00-13:00)
- Resolve Help Desk Calls

**Education**

**Minimum Requirements**
- Microsoft Enterprise Administration
- IT Degree / Diploma
- ITIL
- Matric and A+ / N+ certification essential
- IT Background with previous customer experience essential
- 3 - 5 years relevant experience

**Ideal**
- ICT Diploma
- ITIL Practitioner Certification

**Experience**
- General ICT Industry Years 3
- Systems Administrator Years 2

**Service Desk & Call Logging 30%**

**Call Logging 20%**
- Log call on Services Desk within SLA, accurately populating all call details
- Log calls with External Companies as required
- Classify, prioritise & assign all logged calls
- Log and administer incidents, problems, change requests & service requests
- Escalate calls to higher support or to External Companies

**Call Update 10%**
- Following up and updating calls on Service Desk

**1st Line Support 5%**
- Resolve as many logged calls as possible before escalation/within SLA
- Awareness of all Incidents, problems & Changes on Service Desk and their priorities

**Service Desk Reporting 5%**
- Assist in Service Desk Reporting (daily, weekly, monthly)
- Evaluate and Train Service Desk team members to ensure that 1st line call resolution is achieved

**Knowledge Management 5%**

**Customer Support 5%**
- Understanding & attending to Group IT customer needs
- Support Group IT customers using customer support principles.
- Communicating (proactively & reactively) with customers.

**Applications & Systems Support 5%**

**1st Line Support**
- Monitor and administer Applications/Systems Problems

**Applications & Systems Administration 4%**
- Assists with daily administration tasks (Applications checks, maintenance and upgrades)

**Applications & Systems Training 5%**
- Prepare & present training sessions to Junior Staff

**Applications Access Management 5%**
- Administer the Access Control System(P7) i.e. grant access rights, channel access rights calls, update & terminate)

**_ Drivers license essential_