Service Desk Administrator

Responsibilities

• User Support: Provide Tier 1 and Tier 2 technical support for hardware, software, network, and application issues.
• Incident & Request Management: Log, prioritize, track, and resolve IT tickets adhering to established Service Level Agreements (SLAs).
• System & Account Administration: Manage user accounts, permissions, and access rights (Active Directory / Microsoft 365).
• Workstation Provisioning: Set up, configure, and deploy laptops, desktop workstations, and mobile devices for onboarding employees.
• Maintenance & Troubleshooting: Diagnose hardware/software faults, perform routine system updates, and manage IT asset inventory.
• Documentation: Maintain clear technical documentation, standard operating procedures (SOPs), and end-user knowledge base articles.

Requirements

• Nitec/ Diploma in Information Technology, Computer Science, or equivalent practical experience in IT service desk/desktop support.
• Proficiency in Windows operating systems and Microsoft 365 suite.
• Basic understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing tools and Active Directory is highly advantageous.
• Excellent problem-solving abilities, strong communication skills, and a customer-service mindset.