Service Desk Administrator/systems Administrator

SERVICE DESK ADMINISTRATOR

POSITION OBJECTIVE

Manage and facilitate the completion of Customers’ support requests. The Service Desk Administrator will manage the Customers’ expectations throughout the process and strive to maintain high Customer Satisfaction levels. The Support delivery area helps shape the other delivery areas via their feedback.

REPORTING STRUCTURE

This position reports directly to the Help Desk Manager

PRINCIPAL DUTIES

• Perform scheduled or reactive onsite service calls.
• Provide reactive remote support services.
• Advise and assist Customers on how to use information technology.
• Analyze and solve various IT problems.
• Install and troubleshoot Customers’ IT hardware and software.
• Ability to take ownership of tasks, prioritize effectively and ensure complete resolution
• Sets client expectations appropriately throughout the troubleshooting process
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon
• Demonstrate the correct level of urgency while resolving client incidents
• Understand and appropriately applies available vendor support process
• Assess and resolve business critical network down situations and determining the quickest path to resolution for any client network outages
• Providing services which are fit for purpose, practical, cost effective, comply with relevant regulatory standards.
• Provide regular ticket reviews and reporting to the Help Desk Supervisor as required.
• Escalate major moves, adds, or changes to the Professional Services, CSM, and vCIO departments.
• Inform CSMs of minor moves, adds, or changes.
• Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.
• Maintain high positive Customer and user satisfaction and relationships.
• Keep abreast of the development of relevant IT and telecommunication systems, hardware, and software applications within the industry.
• Implement, participate, and promote Quality Assurance (QA) objectives, processes and procedures of the Company.
• Conduct thorough checking and self-checking of information and documentation.
• Keep documentation accurate and in good order.
• Assist in the training, mentoring and development of staff.
• Perform general office duties as required.
• Liaising with, managing and advising customers, other consultants, and contractors and attending meetings as required.
• Perform other appropriate duties and responsibilities as assigned by the Operations Manager.
• Adopt continuous learning and improvement processes in all aspects of the position.
• Implement, participate and promote Company Policies and Procedures.