Career Directions Limited

IT Service Desk and Application Support Admin

Job Summary

The IT Service Desk and Application Support Admin will provide first line technical support to internal staff.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. 


Key Outputs 

(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)

  1. Central point of contact for phone calls and emails from staff regarding IT issues, queries and requests
  2. Log all calls in the Service Desk Call Logging system 
  3. 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as phones, Laptops, PCs and Printers 
  4. Guide customers through problem solving process (Communicate technical knowledge into actionable processes)
  5. Create/Update the knowledge base
  6. Inform management of recurring problems
  7. Advise management on improvements and procedure modifications
  8. Receiving, logging and managing calls from internal staff via telephone and email 
  9. Maintaining an Asset Database and track changes 
  10. Troubleshoot basic network issues 
  11. Escalate unresolved calls to the Infrastructure Specialist, IT Service Delivery Manager and Africa IT Service Desk (South Africa) as applicable
  12. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 
  13. To maintain a high degree of customer service for all support queries and adhere to all service management principles 
  14. Provide basic in-house training in MS Office applications used within MCK (Word, Excel, Outlook, PowerPoint) 
  15. Provide stats for the weekly Service Desk report on call trends 
  16. Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. 
  17. To arrange for external technical support where problems cannot be resolved in house 


COMPETENCIES & EXPERIENCE  

  1. IT Degree Essential
  2. Any of ITIL,MCP/A+/N+/ICDL certification would be desirable 
  3. Excellent communication skills and telephone manner. 
  4. Excellent organisational skills 
  5. Incident Management experience – Managing incidents including business expectations and communication 
  6. Basic User & Security Group Active Directory administration 
  7. Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10 and MS Office 2016 or Office 365.
  8. Experience with using and troubleshooting O365 within a network environment (permissions, calendar sharing, delegation, archiving) 
  9. You will be a self-motivated achiever who gains satisfaction from providing excellent customer service 


Personal Qualities

  • Initiative
  • Drive
  • Withstanding Pressure
  • Assertiveness
  • Cultural Sensitivity
  • Approachability
  • Time Flexibility
  • Empathy
  • Service Orientation
  • Resilience
  • Leadership (Firm, Authoritative)
  • Self-insight / Awareness
  • Good Judgement

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