Service Desk Administrator

7 days ago

Cape Town, South Africa Kocho Full time

We are Kocho

Kocho recognise that technology on its own does not deliver change and offers technology adoption
services alongside excellent technical consulting to enable our clients to achieve their business goals on their
journey to Become Greater.

Our head office is in the heart of London’s West End and provides a comfortable working environment with
flexible collaboration spaces that encourage our people to Become Greater with the aim to Do What’s Right.
South Africa, Cape Town, also boasts a large comfortable office space with all the modern offerings including
a large staff entertainment area. Other Kocho offices include, Manilla and Wales.

Purpose of the role:
The Service Desk Administrator is responsible for ensuring tickets are managed, escalated and resolved in
line with SLA criteria. The role reports into the Service Desk Administration Manager, working across 1st, 2nd and 3rd line teams
and the wider business for escalations.

The Service Desk Administrator is the first point of contact for our customers reporting IT related issues and
will contribute to and improve the functional flow within the teams to ensure we maintain high levels of
customer service.

You will be expected to continuously look for ways improve, standardise and enhance the customer
support experience.

Key responsibilities:

- Work with the Service Desk Administration Manager to ensure that the Service Desk function

delivers high-class service to all our clients.
- Effective management of all tickets through the lifecycle (‘cradle to grave’, including support to

lesson identification and service improvement)
- 1st point of escalation for any service tickets
- Delivering a high-level experience of client and end-user centric service
- Ensure resources are utilized to meet the demands of the service against engineer skill sets
- Proactively ensure KPIs/SLAs are achieved, as a minimum, and seek to exceed as a matter of course
- Develop effective working relationships in order to ensure a consistent, high-quality service is

delivered

Skills and Knowledge required:
Essential:

- Understanding of the Incident and Service Request management within an MSP or large internal IT

department.
- Build working relationships with 1st ,2nd and 3rd line technical teams.
- Experience at improving and maintaining SLAs and KPIs.
- Good organisational skills, with the ability to multi-task, whilst meeting tight deadlines
- Attention to detail with high standards of accuracy and review.
- Delivery of exceptional client experience and customer service.
- Excellent communication, interpersonal and influencing skills.
- Understanding of best practice frameworks, for example ITIL.

Desirable:

- Experience in working with and exploiting ConnectWise and Bright Gauge toolsets
- Ability to communicate processes and procedures verbally with clarity and accuracy, and in written

form

Additional information to qualify for this role:
You must be willing and able to work on a 24 x7 shift roster
You must have reliable transport to get to and from the office

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