Service Desk Administrator

Job Purpose

Reporting to the Senior Service Desk Administrator, the Service Desk Administrator will be responsible:

• To ensure effective coordination for critical ICT support to users in providing first-level support and problem resolution.
• To coordinate the implementation of support methodologies; and,
• To serve as key contact to on-site and remote users for terminal and production problems and inquiries and ensure that help is given as quickly and efficiently as possible.

Key Responsibility Areas

Technical/Professional Responsibilities 

• Maintain an ICT Service Management system with records and produce ICT service management reporting.
• See to the timely resolution of all ICT incidents and channel recovery efforts to ensure closer incidents.
• Provide first-line assistance to users, escalate and assign incidents to other ICT support functions, and Inform users (e.g., status updates).
• Escalating all problems not resolved in the targeted SLA response times.
• Assists in coordinating the resolution of workstation, technical, computer operations equipment problems, applications/software systems and operations equipment problems.
• Recognizes and identifies areas where existing policies and procedures require change or new ones must be developed, especially regarding future business expansion.
• Informing users whenever there is a system problem which would affect their availability to users in the specified time.  Whenever the problem is resolved, the Center will advise the users accordingly.
• Liaise with external ICT suppliers; assist in delivering ICT operational support services through the Service Desk management mechanism.
• Provide general information and technical and operational support directly to internal and external end-users.
• Troubleshoot problems referred to by internal and external end-users.
• Identify and report any suspected system faults.
• Keep proper records of all requests made.
• Assign end-users to the various systems as desired.
• Ensure that all end-users know policies, procedures and documentation requirements.
• Collect, organise and maintain a problem and solutions log for other Customer service analysts.
• Liaise with System Administrators, Hardware Engineers, DBA, and Programmers to resolve end-user problems.
• Participate in the redesign of applications and other software.
• Conduct necessary follow-up and report outstanding problems promptly.

Customer Service Responsibilities

• Maintains customer service principles, standards, and measurements. 
• Identifies and incorporates the interests and needs of customers in business process design. 
• Ensures critical success factors are identified and meet expectations.

Other Responsibilities 

• Performs all other duties and functions as may be required occasionally.?? 
• May be required to provide witness statements, attend court proceedings, and give evidence.? 
• Complies with Health & Safety Policies & Procedures

Required Competencies

Core

• Effective oral and written communication skills, especially with professional colleagues and non-technical users.
• Excellent leadership and staff management skills
• Excellent time-management, planning and organisational skills.
• Excellent interpersonal skills.
• Excellent organisational and communication skills.
• Service Management Training is both customer-oriented and technical.
• ITIL service management process knowledge.
• Ability to demonstrate a high level of integrity and professionalism.

Technical  

• Good knowledge of relevant computer applications and systems.
• Good knowledge of networked personal computer systems used in organisations.
• Excellent knowledge of JCA ICT application systems

Minimum Required Education and Experience

• First degree in Computer Sciences, Information Management or similar ICT related disciplines.
• At least three years of related experience.

Special Conditions Associated with The Job

• Work will be conducted in an office outfitted with standard equipment and specialised software. 
• The environment is fast-paced, with ongoing interactions with critical stakeholders and meeting tight deadlines, which will result in high degrees of pressure on occasions.  
• May be required to travel locally and overseas to attend conferences, seminars, and meetings. 
• Maybe required to work for long hours.