Administrator (Helpdesk)

SUMMARY:
Administrator (Helpdesk) - IT– Killarney Gardens

POSITION INFO:

Main purpose of the job:

• The Helpdesk Administrator is the first point of contact for all employees seeking IT assistance. The Helpdesk Administrator will be responsible for providing Tier 1 support to employees and managing the Helpdesk ticketing system. They may also provide ongoing support to users after they’ve been helped, either by answering follow-up questions or helping them learn how to use the system on their own.
• Helpdesk Administrator often have a wide range of responsibilities that include everything from fielding phone calls and emails to scheduling appointments, tracking down answers to customer questions, and resolving problems as they arise.
• The ideal candidate will have excellent customer service skills, as well as experience working in a fastpaced environment. He or she will be responsible for handling a high volume of tickets, troubleshooting basic technical issues, and escalating more complex issues to the appropriate IT team. The Helpdesk Administrator will also be responsible for maintaining the Helpdesk knowledge base and keeping the ticketing system up to date.

Preferred Requirements

• Matric
• IT Experience advantageous

Duties & Responsibilities

• Answer helpdesk calls and provide Tier 1 support for employees.
• Log all helpdesk tickets into the ticketing system.
• Escalate tickets to Tier 2 support as needed.
• Follow up with employees on outstanding tickets.
• Close out resolved tickets.
• Maintain inventory of hardware and software
• Train employees on new software and hardware 
• Set up new employee computer accounts.
• Reset employee passwords.
• Responding to questions about technical issues related to products or services offered by the company
• Coordinating with internal IT staff to resolve technical issues that cannot be solved by standard troubleshooting procedures
• Recording details about customer support requests in an organized fashion, using computer software such as CRMs or ticketing systems
• Working with internal teams to identify and implement new technologies that could improve efficiency within the company
• Providing training to employees on how to use computer programs effectively or efficiently
• Answering phone calls from customers or other business contacts who have questions about products or services offered by the company
• Providing technical support for customers who have purchased computer products or services from the company
• Coordinating with IT staff to repair or replace malfunctioning equipment

Required Skills and Qualifications

• Exceptional customer service skills
• Strong written and verbal communication skills
• Ability to troubleshoot hardware and software issues
• Problem solving skills
• Organisational skills: being able to organise your tasks and prioritise them accordingly.
• Proficient in Microsoft Office, with aptitude to learn new software and systems