Service Desk Administrator (12 Month Contract) - Cape Town

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Service Desk Administrator (12 Month Contract) - Cape Town

Operations

Tygervalley, Cape Town

Fixed Term

The Service Desk Administrator is responsible for maintaining customer relationships by responding to inquiries and responses; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customers understanding of information and answers. Key focus areas of the Service Desk Administrator include, but is not limited to ticket lifecycle management, compliance with communications ways of working, identifying escalations and notifying stakeholders.

The primary tasks, functions and deliverables of the role include, but are not limited to:

• Ticket Lifecycle Management:

Compliance with Ticket Standard Operating Procedure (SOP) including:

• Respond to logged tickets, and log ticket if no ticket exists.
• Ensure tickets are classified & prioritized accurately and within specified SLA.
• Provides regular and timely updates to all parties (internal and external) on incident statuses.
• Ensure time entries are captured accurately, consistently, and timeously.
• Ensure quality of communication, regular updates, and resolution meet stakeholder expectations.
• Ensure Customer Relationship Excellence:
  • Maintaining customer relationships by responding to inquiries and responses; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customers understanding of information and answers.
• Escalations:
  • Quickly and accurately identify ticket and or customer escalations, initiating an immediate response.
  • Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).

• Matric or NQF equivalent.
• Certification or Degree in Business Administration, Information Technology, Communications or Project Management or related field will be advantageous.
• 1 year practical experience working with a Service Desk or administrative environment.
• Experience in planning and managing projects.

The abilities that the individual needs to perform this role effectively:

• Strong interpersonal & leadership skills.
• Ability to analyse and resolve problems.
• Fluent verbal and written English communication skills.
• Professional and confident communicator.
• Dynamic and high energy levels.
• Be patient, tactful, diplomatic, and approachable.
• Ability to work under pressure and meet deadlines.
• Work accurately, meticulous, and high attention to detail.
• Excellent organizational, planning and time management skills.
• Ability to multitask and prioritize.
• Enjoy working in a team, but also can work independently.