BSG Recruits Service Desk Administrator - Jobs in South Africa

BSG Recruits Service Desk Administrator

Posted on :

18 Feb, 2011

Category :

Administrative Jobs in South Africa

BSG (South Africa) has an opportunity for a person with first-line IT technical support experience. The candidate must be able to perform a support function within Service Level Agreement targets in a collaborative, professional environment.

Main purpose of the Role:
This role will entail first-line support as well as helpdesk/service desk system management, issue logging and the management of an issue through a lifecycle. The administrator will be responsible for the operational support of all implemented systems within agreed service level agreements, as well as supporting the transition of projects from development to the support and maintenance phase. Performing periodic “health checks” on systems and compilation of reporting documentation will also be within the scope of the position.

Job Objectives:

  • Management of issues logged in the Service Desk system according to service level agreement targets
  • Provide first-line technical support to end users and escalation of incidents
  • Periodic compilation of report documentation

Job Experience:

  • 0-2 year’s relevant experience
  • Up to 2 years experience providing first-line IT support is an advantage


  • Experience in IT support preferable
  • ITIL principles an advantage
  • Call centre/helpdesk experience preferable

Skills & Abilities:

  • Good customer service skills, i.e., good communication and interpersonal skills, articulate, good telephone etiquette and face-to-face customer interactions
  • Demonstrate assertiveness to ensure Service Level Agreement (SLA) adherence
  • Ability to compile quality reports, documentation and detailed email communication
  • Identification of underlying problems through awareness of reported incidents and accountability for problem resolution
  • Ability to report back to the team about resolved issues, outstanding issues and where the SLA has not been met through the form of presentations and documents
  • Capturing concise and detailed queries and issues over the telephone into a helpdesk system
  • Manage first-line client support and escalation
  • Management of incidents in the Service Desk from logging, correct prioritisation, assignment, monitoring and escalation as per the SLA, closure, and informing relevant parties where necessary. This may include incident resolution if possible and ensuring that steps to resolution are learnt and documented
  • Adherence to the agreed SLA turnaround times and mandate with the business including preventative maintenance, health checks, reactive support, management reporting and utilisation metrics, end user training, induction and knowledge transfer
  • Provide basic first-line technical IT support to end users including examples like basic hardware/software troubleshooting and password resets
  • Support of other operational tasks or projects within the IT department including examples like procurement, supplier management, printing supplies, backup tape rotation
  • Knowledge of networking basics (LAN, WAN, routing, TCP/IP) an advantage
  • Microsoft Windows server administration (user account management, access control, print services) an advantage
  • Computer hardware support (machine builds, desktop, notebooks, printers) an advantage
  • Conceptual knowledge of network topologies (LAN, WAN, network and server relationships) an advantage

Key Performance Areas:

  • Meeting service levels
  • Customer satisfaction – internal and external
  • Reporting – quality and within deadlines
  • Productivity – number of issues resolved
  • Effectiveness – number of issues resolved without referral
  • Growth – proactively taking on more responsibility


  • Time flexible – available after hours and on weekends if required
  • Must have own transport
  • Willing to travel

<< Click here to apply

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