Desktop Group: Helpdesk Administrator

Introduction

Helpdesk Administrator

Duties & Responsibilities

  • Log all incidents related to the Desktop Group, complete first line trouble shooting with the user and then liaise with the appropriate resolver group
  • Support the technical resource team for the Group
  • Log all team related requests for service, clarify requirements and assign to responsible team member
  • Log all team related requests for changes, clarify requirements and assign to responsible group
  • Perform service level and performance management reporting for the team
  • Manage the development and distribution of formal policies, procedures and standards related to service desk

Desired Experience & Qualification

  • Minimum 2 years service desk experience
  • Minimum 2 years 1st line support experience
  • Minimum 2 years MS Office 365 support experience,┬áminimum 2 years AMS Windows support experience, minimum 1 year Asterisk VOIP support experience
  • Excellent communication, telephone manner and interpersonal skills
  • Strong attention to detail and the ability to follow tasks through to completion
  • Strong focus on customer service
  • No criminal record
  • Own reliable transport
  • At least 2 x contactable references