Service Desk Administrator
Description
• Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary.
• Handle service requests and incidents through to resolution, maintaining accurate records and documentation throughout the process.
• Communicate effectively with clients to understand their IT concerns, provide status updates, and ensure customer satisfaction.
• Responding to monitoring and security alerts according to standard processes.
• Escalate issues and partner with Engineering team for network & system infrastructure support
• Update and create internal articles and/or documentation.
• Work within required SLAs for the business and provide regular and frequent status updates
Required Skills
• Strong interpersonal and communication skills with a customer-oriented approach.
• Strong computer skills specifically with email, web browser and ticketing systems.
• Ability to work independently without supervision.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred but not required.
EXPERIENCE
- Previous experience in a similar technical support role, preferably in a Managed Services Provider (MSP) environment.
- 3+ years’ experience in an IT position or support environment.
We appreciate all interested candidates taking the time to apply. However, only those potentially suitable for the position will be contacted.