The Service Desk Administrators are responsible for the day to day ‘business as usual’ operational co-ordination of the team; they must have excellent customer care and communication skills as they are dealing with all levels of customers within the company. They also need to be proficient in the main company technologies and applications to provide the high level and wide range of service required.

The Team

The IT Service Desk forms part of Business services, Information Technology and provides a proactive, centralized first/second line on-site support service to customers in company offices (Johannesburg, Durban, Cape Town). The key focus of the team is to deliver a world class IT service to the business.

Reports to

IT Customer Services Manager

Key performance areas

• Working as part of the wider team, ensuring attention is paid to achieving the team KPIs by answering calls and resolving tickets;
• Logging and updating all queries within the ticket logging system for tracking and audit purposes, in line with set procedures;
• Facilitate repairs of faulty equipment;
• Set up IT equipment required for boardroom meetings, video conferences and external client meetings where required;
• Maintain compliance with IT policies and procedures;
  • Ensure that all incidents that are logged and or escalated are driven to timeous resolution within SLA guidelines;
  • Managing, owning and being responsible for all IT first/second line support issues for customers;
    • Referring issues that cannot be resolved immediately to appropriate members of the third line support teams.
    • Receive and verify IT equipment as per specification, quantities and amount on purchase order.
    • Arrange for equipment to be placed in the IT storeroom.
    • Capturing correct serial number, full item description, location and final destination
    • Provide a spreadsheet report to the IT Service desk department and asset management team to ensure asset numbers are captured correctly.
    • Obtain a service desk ticket before issuing stock.
    • Update and /or create standard operating procedure where applicable in the IT Stock management area.
    • Check IT equipment stock levels regularly and compare against asset register at least once a month.
    • Provide a monthly report to including stock levels, exceptions, asset count detail.
    • Report in writing equipment that has defects to management.
    • Complete the register whenever stock is added to the IT storeroom or removed from it.
    • Manage, control and record all movement (in/out) of IT equipment to the stakeholders.
    • Actively involvement in IT stock management process, procedure and administration IT Service delivery.
    • Capturing, maintaining data and voice master register.
    • Load minutes, data on service provider portal.
    • Assist with reporting stolen devices to MARSH Insurance brokers.

Job requirements Qualification

• A relevant IT qualification (A+, N+, MCITP or a combination thereof).
• Microsoft Office Specialist (MOS) Master 2010 Certified

Experience

• Personally resilient to manage demanding customers at all levels, highly customer service focused with excellent communication and negotiation skills with strong analytical, planning, and process implementation skills with a passion for quality
• Experience of working collaboratively with others to achieve success
• Minimum 1-2 years’ experience in a support environment

Skills and Knowledge required

• Microsoft Windows 10
• Microsoft Office 2016 and Microsoft 0365
• Microsoft end Point Manager admin center (or other Management solutions)
• Apple and Android products (Tablets/Phones)
• Printing solutions (desktop and MFD)
• Active Directory and Exchange
• Mimecast email management
• SCCM (reporting, collection management, log analysis)
• Worksite DMS (or other Document Management Systems)
• Expert, CMS, Interaction
• Encryption software
• Video conferencing (Polycom or Tandberg)
• Intermediate experience in networking