IT Service Management Administrator

1 day ago

Cape Town, Western Cape, South Africa Zenzero Full time R400 000 - R600 000 per year

We are looking for a highly organised and detail oriented IT Service Management Administrator to join our Managed Services team. This role provides essential administrative support to three Service Pod Managers, supporting the smooth running of the department and maintaining high standards of service quality. The position includes performing quality assurance checks, preparing reports, and supporting ticket hygiene processes to help deliver exceptional service to our clients.

Job Responsibilities

  • Ticketing quality assurance:
    Perform and maintain QA checks for tickets completed, including onboarding and offboarding processes. These checks monitor ticket quality and compliance with established procedures.
  • Call quality assurance:
    Review calls handled by technicians to assess call quality and adherence to communication standards and escalate any issues where necessary.
  • Call statistics & reporting:
    Compile and maintain weekly call statistics. Update the Managed Services scorecard and share results and observe for trends with Pod Managers for team feedback and improvement.
  • Managed services scorecard:
    Prepare and complete the weekly scorecard in advance of the managers' meeting, ensuring accuracy and timeliness.
  • Client response monitoring:
    Identify tickets where clients have replied and ensure timely follow-up by engineers or Pod Managers. Escalate where necessary to maintain service levels.
  • Unassigned queue management:
    Monitor unassigned queues for urgent requests, such as leaver tickets or other high-priority items, and escalate for immediate action.
  • Ticket hygiene checks:
    Conduct weekly reviews of ticket quality, including stale tickets, high-cost tickets, and contract validation. Ensure new tickets are correctly categorized and charged before assignment.
  • Technician utilization reporting:
    Generate weekly reports on technician utilization. Highlight anomalies and track client-utilized time against monthly targets to support resource planning.
  • General administration support:
    Support the Pod Managers in general administrative matters which may arise from time to time.

Key Criteria

Essential

  • Strong administrative skills with excellent attention to detail.
  • Ability to analyse data and produce clear, accurate reports and recommendations.
  • Proficient in 365 and other reporting tools.
  • Highly organized with the ability to manage multiple tasks and deadlines.
  • Proactive and self-motivated with a continuous improvement mindset.
  • Strong communication skills for liaising with managers and technicians.
  • Comfortable working in a fast-paced environment and adapting to changing priorities.
  • Ability to develop knowledge and skills in understanding and using ticketing systems and broader IT terminology.

Desirable Skills:

  • Familiarity with IT Service Management processes or MSP environments (training will be provided).
  • A technical background.

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