Job Description

ROLE PURPOSE

We are looking for a detail-oriented Service Desk Administrator to oversee and coordinate IT service desk operations. The ideal candidate will be responsible for managing user support requests, ensuring timely resolution of technical issues, and maintaining IT service management procedures. This role requires strong problem-solving skills, technical knowledge, and excellent communication abilities.

PRIMARY DUTIES AND RESPONSBILITIES

Service Desk Support:

Act as the first point of contact for IT support requests, providing assistance to end users via phone, email, or ticketing system. Troubleshoot and resolve basic to intermediate technical issues related to hardware, software, and networking. Escalate complex issues to appropriate IT teams and ensure timely follow-up and resolution. Maintain accurate records of support requests, resolutions, and system updates in the ticketing system.

User and System Administration:

Manage user accounts, access rights, and system permissions in accordance with IT security policies. Assist in setting up and configuring IT equipment, including workstations, peripherals, and mobile devices. Provide guidance and training to end users on IT systems, software applications, and best practices.

IT Service Management:

Monitor IT service desk performance and ensure compliance with established service level agreements (SLAs). Identify trends in support requests and propose solutions for improving efficiency and user experience. Maintain and update IT documentation, including user guides, troubleshooting steps, and service desk procedures.

Incident and Problem Management:

Log and track reported incidents, ensuring proper documentation and timely resolution. Collaborate with IT teams to identify root causes of recurring issues and implement long-term solutions. Participate in IT projects related to system upgrades, migrations, and infrastructure improvements.

Additional Information:

The ability to work in a team and to be proactive around self-learning The ability to work under pressure and to tight deadlines Willingness to assist with additional tasks given to the team Interpersonal skills Good communication skills Behavioral traits such as attitude, motivation and time management Required to work shifts (24 x 7 x 365) Be prepared to perform standby duties and work irregular hours if required

TECHNICAL / PROFESSIONAL COMPETENCIES

Resolve as many calls as possible on first call resolution Perform daily health checks in the environment to ensure all systems are fully Identify and learn appropriate software used and supported by the Escalate queries beyond the scope to L3 support Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience). 2+ years of experience in IT service desk support or a related role. Strong knowledge of Windows and macOS operating systems. Familiarity with IT service management (ITSM) frameworks such as ITIL. Experience with ticketing systems (e.g., ServiceNow, Jira, or Zendesk). Basic understanding of networking, cybersecurity best practices, and cloud-based services. Excellent troubleshooting and problem-solving skills. Strong interpersonal and communication skills with a customer-focused approach. IT certifications such as CompTIA A+ and/or CompTIA N+, ITIL Foundation, or Microsoft 365 Certified are a plus.

LEADERSHIP COMPETENCY REQUIREMENTS

Technical Proficiency Networking Knowledge Customer Service Skills Attention to Detail Exceptional team working skills. Excellent verbal and written communication skills. * Basic Security Awareness