Helpdesk Administrator

South African National Blood Service; Roodepoort; On-site; ZAR 330,869 - 404,396; Full time

Job summary

A leading healthcare provider in Roodepoort seeks an experienced IT Support Technician to provide first line support on the Service Desk System. The role involves managing Service Desk calls, administering user accounts, and ensuring high-quality customer service. Applicants should possess relevant IT certifications and at least one year of technical support experience. This permanent position offers a competitive annual salary.

Qualifications

• Two or more relevant IT certifications are required.
• At least 1 year of experience in a technical support role.
• Active Directory experience is essential.

Responsibilities

• Provide first line support on the Service Management System.
• Ensure ICT service delivery by managing Service Desk calls.
• Administer user accounts and develop customer relationships.

Skills

Analytical thinking

Problem-solving

Planning and organizing

Customer service orientation

Communication

Teamwork

Ethical behavior

Flexibility

Resilience

Education

CompTIA A, CompTIA N, MCSE, MCP, MCSA, or an IT-related degree

Job description

Job category: Admin, Office Support and Services

Location: Roodepoort

Contract: Permanent

Business Unit: Constantia Kloof

Remuneration: R 367,633.00

EE position: No

Introduction

Performs and administers the first line support on the Service Management System (Service Desk) and ensures ICT service delivery by expediting Service Desk calls, adhering to SLA’s and ensuring customer service delivery.

Key Performance Areas

• Perform the First Line Support on the Service Desk System to expedite Calls According to agreed SLA's.
• Administer the Service Desk System effectively and efficiently.
• Develop and Build Good Customer Relationship by Providing ongoing Support and Resolution of Queries.
• Administer User Accounts.
• Analytical thinking and attention to detail
• Problem solving
• Planning, organising and Monitoring
• Judgement and decision-making
• Ethical Behaviour
• Resilience and Stress Management
• Drive and Belief in the Cause
• Flexibility and Adaptability
• Excellence Orientation
• Customer Service Orientation
• Relationship Building Skills
• Teamwork
• Communication
• Knowledge Sharing
• Customer Service Orientation
• Ethical Behaviour
• Engaging Diversity
• Teamwork

Education:

• Two or more of the following certifications:CompTIA A , CompTIA N , MCSE, MCP, MCSA,an IT-related degree or diploma.

Experience:

• At least 1 year experience in any of the following roles: Support Technician, Helpdesk Administrator or Network Engineer.
• Active Directory experience.

Other (knowledge and skills):

• Experience in a Service Managementenvironment (Fault Logging).
• Experience in a Contact centre environment.