Ict Service Desk Administrator

**The purpose of the ICT Service Desk Administrator**:
The Support Desk Administrator is the first point of contact for the Interfront ICT Service Desk. The Interfront ICT Team requires a highly motivated, enthusiastic, service-oriented individual to support and maintain an effective IT support service desk and provide administrative support to the running of the ICT department operations and related projects. The role is mostly administrative, but a technical understanding of the environment is essential.

**Responsibilities/Tasks**:

- Provide 1st line technical support to resolve service desk incidents and to asses and route incoming user and vendor queries that require escalations/assignments e.g. if an issue needs to be assigned to another support engineer.
- Perform some technical functions i.e. reimage windows laptops, creating AD accounts, reset passwords etc.
- Support the ICT department in building and maintaining a world class service desk by making sure all user requests are processed accurately with maximum efficiency.
- Interface with both internal and external customers/vendors on issues/incidents/requests relating to the service desk to ensure communication gaps are closed.
- Build up ICT knowledge base for faster problem resolution and turnaround times.
- To log service requests and enquiries for customers and resolve or assign to the appropriate business units.
- Assist with information extractions and reporting on various ICT related systems for audit purposes
- Co-ordination and administration of software licensing renewals as well as hardware maintenance and support renewals.
- Co-ordination, administration and follow up of ICT related procurement requests.
- Collate ICT budget items and accurately keep track of cost / spend.
- Manage and maintain software licensing and IT asset inventory.
- Provide administrative support to the ICT Manager and ICT & DevOps Team Lead
- Assist in the planning, implementation and post-implementation phases of ICT Projects.
- Scheduling and co-ordination of ICT maintenance operations and companywide communication relating to operations/projects the ICT department.
- Process and manage change requests for the ICT team from inception to sign off.
- Organizing and Administration of ICT documentation repositories.

**Skills and Knowledge requirements**:

- Degree/National Diploma or Related IT Certification or Work experience
- Minimum 2 years experience in a ICT Support/Helpdesk role
- Knowledge of IT infrastructure, Applications and IT concepts
- Good communication skills - written and verbal
- ITIL Awareness and experience
- Demonstrate experience with ICT asset and Software license management
- Demonstrate experience with management of ICT budgets
- Demonstrate experience with ICT procurement processes
- Demonstrate experience in administration of ICT Projects
- Demonstrate some understanding of most common Microsoft products
- Active Directory
- Exchange Server
- Windows 7, 10 Windows Server 2008, 2012
- Azure
- Office 365
- Demonstrate experience in supporting technical laptop issues
- Any IT certifications will be advantages

**Personal Profile**:

- Acute attention to detail
- Customer focused with good planning and organizing skills
- Ability to manage timelines and prioritize work
- Ability to work under pressure and handle large workloads
- Adaptability and willingness to learn
- Analytical thinking, enjoys problem solving
- Action oriented and good decision-making skills

Included in package:

- Total cost to company package including
- Retirement annuity
- Medical aid
- Group life and income protection
- 24 days annual leave
- Closure between Christmas and New Years day
- Other leave benefits as per basic conditions of employment