Job Description
About The Role
As a Service Desk Administrator, you’ll be an integral part of our IT operations team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence.
Your focus will be on providing efficient, high-quality support while adhering to established processes and service standards. You’ll also contribute to the team’s continuous improvement efforts by maintaining documentation, supporting operational tasks, and collaborating with colleagues to enhance the overall service experience.
Key Responsibilities:
1. Handle incoming tickets and calls, aiming for first contact resolution and escalating where necessary, while delivering outstanding customer service to ensure a positive support experience for all users.
2. Assist with recurring tasks such as audits, system checks, and documentation updates to ensure consistent service delivery.
3. Work closely with team members and stakeholders to resolve complex issues and contribute to continuous improvement efforts.
4. Maintain and contribute to the knowledge base by documenting solutions, processes and best practices.
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