The Service Desk Administrator reports to the Service Desk Team Leader. The Service Desk Administrator fulfils a key role in the team, providing call\/incident management, some level one support, control and tracking of information technology (IT) assets, and other administrative and support functions<\/p>\n
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Title: IT Service Desk Admin<\/strong> Job Summary:<\/strong> Skilled technical and academically qualified, certified 99.95% of Priority 1 Incidents are resolved within 4 hours Grade 12
\nLocation:<\/strong> Umhlanga Durban<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nExperience Required:<\/strong><\/p>\n
\nIncident Management functions and processes
\nMaintenance of Tickets
\nIncident Triage, making sure incidents are prioritized and managed correctly.
\nCoordination of Desktop Technicians and being the SPOC of all IT related requests or incidents.
\nEnsuring that a high level of customer service and support is provided to all internal and external customers
\nOptimizing SD and service processes.
\nFollow through with P1\/P2 escalations
\nEnsure all calls logged via the service desk a prioritized and resolved within internal SLA
\nProvide remote assistance over the phone, through instant messenger and through the use of remote support tools.
\nPassword Management \u2013 Reset and unlock of user accounts
\nAD Administration, creating, updating and removable of user accounts
\nJML (Creating of new accounts, movement between campaigns Terminations)
\nAccess control\/Approvals for (Shared folders, Distribution Lists),
\nSignature Changes
\nCreation and Deletion of SFB Accounts
\nEffective communication to team leaders and end users.
\nAn IT Qualification and\/or IT Experience is a must
\nKPI\u2019s<\/p>\n
\nAll Priority 1 incident notifications are communicated within 15 minutes of the incident.
\nFirst call resolution rate is at or above 80%
\nRate of resolution and following up on tickets
\nThe number of incidents logged
\nThe percentage of incidents handled within the agreed Service Level Agreements for that type of incident
\nThe percentage of incidents resolved that meet the Service Level Agreement
\nTelephony – Call abandon rate is maintained at or below 10%.
\nAverage Speed to Answer
\nCall Quality
\nCall Handling \u2013 Inbound and Outbound Handle Time
\nRoster and Schedule adherence
\nCustomer Satisfaction
\nDesired Experience & Qualification
\nMinimum Requirements:<\/p>\n
\nA+ & N+ or IT Certificate\/Diploma
\nITIL (not essential)
\nA+, N+, IT Diploma would be preferable
\nHigh level of self-motivation
\nPeople Orientation and a Team Player
\nCustomer Service experience
\nExcellent communication skills
\nProactive and resourceful
\nExperience with Manage Engine (Service Desk)
\nGood Understanding of Processes, Procedures, and Work Instructions<\/p>\n