IT Service Desk Administrator

ROLE PURPOSE

The IT Service Desk Administrator is responsible for providing exceptional technical support and assistance to end-users across the organisation. The role involves managing day-to-day helpdesk requests, maintaining and troubleshooting hardware and software, and ensuring smooth operation of critical IT systems and security protocols. The technician plays a key role in maintaining user access controls. By delivering efficient and effective IT support, the Helpdesk Technician contributes to the overall productivity and security of the organisation’s technology infrastructure.

KEY TASKS, ACTIVITIES, RESPONSIBILITIES & ACCOUNTABILITIES

1. User Support

• Provide first-line technical support to end-users, addressing hardware and software issues.
• Assist with troubleshooting and problem resolution, ensuring timely and effective solutions.

2. Ticket Management

• Efficiently manage and prioritize helpdesk tickets, ensuring a timely resolution of reported issues.
• Document all relevant information regarding user requests and resolutions.

3. Hardware and Software Maintenance

• Perform routine maintenance on computer systems, including updates, patches, and hardware upgrades.
• Install and configure software applications, ensuring compatibility and optimal performance.

4. Remote Assistance

• Provide remote assistance to users, resolving issues through phone or remote desktop tools.
• Ensure clear communication and understanding while assisting users remotely.

5. User Training

• Conduct user training sessions for common software applications and IT best practices.
• Create and update user documentation to facilitate self-help and reduce recurring issues.

6. Security Compliance

• Enforce and adhere to IT security policies, ensuring the confidentiality and integrity of organisational data.
• Educate users on security best practices to minimize potential risks.

7. Collaboration

• Collaborate with other IT team members to escalate and resolve complex issues.
• Share knowledge and contribute to the continuous improvement of IT processes.

8. Communication

• Provide clear and concise communication to end-users regarding issue status and resolution timelines.
• Collaborate with team members and management to share insights and updates.

9. Documentation

• Keep detailed records of common issues and resolutions to build a knowledge base.
• Contribute to the improvement of standard operating procedures and documentation.

Competencies to be Demonstrated

• Strong knowledge of hardware, software, and operating systems.
• Ability to diagnose and resolve technical issues efficiently.
• Excellent interpersonal and communication skills to provide clear and effective support to end-users.
• Understanding of network protocols, VPNs, MFA, and security tools like Firepower and Umbrella DNS.
• Experience with backup and recovery solutions, such as Rubrik.
• Proficiency in maintaining accurate and detailed documentation, preferably with tools like IT Glue.
• Ability to prioritize and manage multiple tasks and support requests effectively.
• Strong teamwork skills for working with other IT staff and departments.
• Flexibility to handle a range of tasks and adapt to evolving technologies and procedures.
• Familiarity with platforms like ACC/BIM360 and Teams Room management.

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The statements made in this role description are intended to describe the general nature and level of work being performed by an individual assigned to this role. These statements are not intended to be an exhaustive list of all tasks, responsibilities, accountabilities, duties, and skills.