IT Service Desk Administrator

Overview

We are looking for an IT Service Desk Administrator for a peramenent position to support our client, a public institution through the provision of tech support services

Principal Accountabilities

• Be accountable for issues and requests, provide helpful friendly support, and advice to resolve IT issues
• Troubleshoot, resolve and escalate requests as required
• Develop and maintain the Service Desk knowledge base as well as delivering outstanding customer service to users across the SCA
• Supporting the business needs to meet and exceed SLAs
• Monitor the logging of all requests through the IT Helpdesk software
• Notify where improvements in procedures and technologies are needed
• Monitor the escalation of incidents and problems
• Contribute to processes and procedures relating to IT Operations
• Setup new users
• Business user and other stakeholder liaison
• Concise and timely status reporting

Experience / Skills required for the role

Must have:

• Communication - ensuring the business is kept up to speed with the service and resolution of all problems and incidents.
• Problem Solving – ability to troubleshoot and use initiative
• Teamwork – A strong team player is essential
• Third level  related Qualification
• ITIL qualifications would be beneficial.