IT Service Desk Administrator - ...
Job Details
Skills And Tools:
Job Description
• Ticket Management: Log, prioritize, and manage service requests and incidents in a ticketing system for efficient issue resolution.
• On-Site Assistance: Offer on-site support for tasks such as setting up and troubleshooting video conferencing equipment to facilitate seamless virtual meetings. You will be asked to come to the office at least 4 days a week.
• Hardware and Software Management: Assist with the installation, configuration, and maintenance of hardware and software, including updates and patching. Manage local inventory of IT assets.
• Documentation and Knowledge Sharing: Maintain documentation, FAQs, and user guides to empower end-users to troubleshoot issues independently.
• Communication and Escalation: Communicate effectively with end-users, escalate complex issues when necessary, and ensure a positive and professional customer service experience.
• Performing root cause analysis and initial ticket routing
• Collaborate with external teams within the IT landscape (Architects, Product Owners, NOC, R&D, Developers, Security)
• Make sure knowledge is properly shared among your colleagues in other locations.
• Have the capability and eagerness to take ownership of our day-to-day Service Desk operations.
• Pro-actively monitor health of key elements of infrastructure.
Job Requirements
• Technical Proficiency: Competence in hardware, software, and basic networking.
• Customer Service Skills: Strong communication, empathy, and patience when assisting end-users.
• Problem-Solving Abilities: Analytical thinking and adaptability to identify and resolve issues.
• Documentation and Knowledge Management: Skill in maintaining records and organizing information to assist users.
• Team Collaboration and Escalation: Ability to work effectively with colleagues and escalate complex issues when necessary.
• Experience working in an end-user facing technical role.
• Embraces the DevOps culture and has the Agile mindset.
• A self-starter, collaborative and capable to work with minimal supervision.
• Excellent written and oral communications skills in the English language and the ability to deal effectively with people at all levels and in different professional situations.
• Enjoys sharing knowledge with team members; offers support and leadership.
