Service Desk Administrator

2 weeks ago

Midrand, South Africa Nexio Full time

**ROLE PURPOSE**

**PRIMARY DUTIES AND RESPONSBILITIES** Service Desk Support**:

- Troubleshoot and resolve basic to intermediate technical issues related to hardware, software, and networking.
- Escalate complex issues to appropriate IT teams and ensure timely follow-up and resolution.
- Maintain accurate records of support requests, resolutions, and system updates in the ticketing system.

**User and System Administration**:

- Manage user accounts, access rights, and system permissions in accordance with IT security policies.
- Assist in setting up and configuring IT equipment, including workstations, peripherals, and mobile devices.

**IT Service Management**:

- Monitor IT service desk performance and ensure compliance with established service level agreements (SLAs).
- Identify trends in support requests and propose solutions for improving efficiency and user experience.
- Maintain and update IT documentation, including user guides, troubleshooting steps, and service desk procedures.

**Incident and Problem Management**:

- Log and track reported incidents, ensuring proper documentation and timely resolution.
- Collaborate with IT teams to identify root causes of recurring issues and implement long-term solutions.
- Participate in IT projects related to system upgrades, migrations, and infrastructure improvements.

**Additional Information**:

- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good communication skills
- Behavioral traits such as attitude, motivation and time management
- Required to work shifts (24 x 7 x 365)
- Be prepared to perform standby duties and work irregular hours if required

**TECHNICAL / PROFESSIONAL COMPETENCIES**
- Resolve as many calls as possible on first call resolution
- Perform daily health checks in the environment to ensure all systems are fully
- Identify and learn appropriate software used and supported by the
- Escalate queries beyond the scope to L3 support
- Regularly update and attend to all customer UNA queries and follow UNA process.

**QUALIFICATIONS & EXPERIENCE**
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
- 2+ years of experience in IT service desk support or a related role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with IT service management (ITSM) frameworks such as ITIL.
- Experience with ticketing systems (e.g., ServiceNow, Jira, or Zendesk).
- Basic understanding of networking, cybersecurity best practices, and cloud-based services.
- Excellent troubleshooting and problem-solving skills.
- Strong interpersonal and communication skills with a customer-focused approach.
- IT certifications such as CompTIA A+ and/or CompTIA N+, ITIL Foundation, or Microsoft 365 Certified are a plus.

**LEADERSHIP COMPETENCY REQUIREMENTS**
- Technical Proficiency
- Networking Knowledge
- Customer Service Skills
- Attention to Detail
- Exceptional team working skills.
- Excellent verbal and written communication skills.
- Basic Security Awareness

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