IT Service Desk Administrator - Head Office - Edenvale X 2

To effectively respond to, process and resolve customer calls and incidents logged with the service desk, through operational excellence.

• Adhere to all internal processes and policies in order to minimise potential disruption to business activities
• Provide first line technical support to resolve service desk incidents and re-route the query or escalated as and when required
• Process all requests accurately and with maximum efficiency
• Ensure that all tickets are addressed in line with Service level agreements/business expectations
• Ensure that all incidents logged with the service desk are captured on the system according to established standards
• Ensure accurate and timeous resolution of all calls
• Share learnings from incidents logged with the service desk team and line manager
• Escalate all incidents, service requests or issues in line with levels of authority and provide feedback to customers
• Provide relevant feedback on all unresolved incidents
• Assist with the setting up of workstations with computers and required devices such as routers and printers, and configure appropriate software and functions according to requirements
• Assist with providing administrative support services for servers, desktop and laptop computers, printers, routers, switches, firewalls, telephones, smartphones, application deployments, resetting of passwords and security updates
• Assist with troubleshooting activities, resolve problems and connectivity issues and mitigate operational risks
• Actively support and participate in major incidents, changes and releases, disaster recovery planning and implementation projects as and when requested
• Address any gaps in knowledge or information of major incidents and raise any queries regarding instructions and guidelines to address queries, communicate status and the impact on clients
• Share knowledge of previous incidents, solutions, and technical skills with team members
• Maintain relationships with all customers and stakeholders in line with SLA's to achieve operational excellence
• Effectively address client frustration and required service level delivery
• Maintain methods of communication to keep stakeholders informed and build effective relationships
• Provide administrative and technical support to the IT department and line manager
• Ensure a clean and safe environment by applying housekeeping principles

• Grade 12 or equivalent qualification required
• IT certificates an advantage
• Relevant IT Degree (BCom, BSc) or related qualification an advantage
• Minimum 2 years' experience as a Service Desk, Help Desk Administrator required
• Demonstrated experience in supporting technical desktop, laptop, and Point of Sale issues
• Experience in a retail environment an advantage