Service Desk Administrator/Systems Administrator

Job DescriptionJob Description

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.

Requirements

KEY SKILLS & EXPERIENCE QUALIFICATIONS

• Tertiary qualifications in Computer Science/Information Technology or equivalent.
• Appropriate Driver’s License based on primary role location.
• Computer-related industry certifications.

EXPERIENCE/SKILL LEVEL REQUIRED

• 5 years plus previous experience in IT administration and/or technical support experience, or equivalent.
• Strong all-round knowledge of IT and telecommunications infrastructure, hardware, and software applications.
• Demonstrated experience and knowledge of network and workstation operating systems, and Microsoft Windows operating system.
• In depth knowledge and experience with Active Directory, Group Policy, and Permissions Management
• In depth knowledge and experience supporting various server roles including DHCP, DNS File, Print, and SQL servers
• In depth knowledge of Microsoft 365 and Azure services
• Demonstrated experience with web and internet technologies.

APTITUDE & INTERPERSONAL SKILLS

• Strong communication (written and verbal) and interpersonal skills.
• High level organizational, project management, coordination, and prioritization skills.
• Strong problem-solving skills and self-learning.
• Show initiative when undertaking tasks.
• Able to work well both within a team environment and autonomously.
• Good task management and multi-tasking skills.
• High degree of confidentiality.
• High degree of punctuality.
• Ability to take, interpret and follow instructions.
• Customer service orientation.
• Ability to work with staff at all levels of the Company.
• Committed towards undertaking duties efficiently with a strong attention to detail.
• Professional personal presentation.
• Awareness of and ability to work in accordance with Company Policies and Procedures.

KEY PERFORMANCE INDICATORS (KPIS)

• Productivity (expected range 75%-85% utilization rate)
• Customer and staff satisfaction.
• Adherence to following, improving, and documenting Customer and internal procedures.
• Achieving time and SLA targets.
• Consistent daily approach to triage tickets and tasks.
• Satisfactory management of Customers’ expectations.
• Contribute to, and embrace, the culture of Support Team KPI’s.
  • Tickets open/closed per day (Lower/Higher)
  • Average Resolution time (Low)
  • Customer satisfaction (High)
  • Users managed per Support Engineer (High)
• Satisfactory contribution to identifying patterns and issues in our process and delivery.
• Satisfactory amounts of tickets completed daily.
• Satisfactory achievement of ongoing targets, goals and objectives as set by the Help Desk Supervisor.
• Accuracy of work undertaken, information and advice provided.
• Following of instructions and completion of tasks in a timely, accurate and efficient manner which meet the requirements of the company, customer and required regulatory standards.
• Following, utilization and promoting of Company Policies and Procedures.

Benefits

• · Competitive Salary
• · Medical, dental, vision, paid vacation and holidays

• · Expense reimbursement

• · 401K plus match
• Life, LTD and STD

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