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Service Desk Administrator
3 weeks ago
Key responsibilities (in detail)
1. Provide an effective and efficient IT service desk administration to the Company
Track Service Desk requests to enable KPIs
Assist with responding to tickets and communicating solutions
Manage internal help desk tickets and logging issues and responses with vendors help desk system
Assist with tracking progress and updating documentation on issues and resolutions
Prepare monthly reports on SLA and trends in issues raisesd Assist with general user account management
2. Deliver professional and efficient customer service to internal colleagues
Build and maintain effective relationships with internal colleagues at all levels
Work with IT team and business to ensure that all service desk tickets and general queries are responded to
and resolved in a timely manner
Triage requests and prioritise and escalate as required
Communicate trends and like issues to Applications manager
3. Identify efficiencies and system improvement opportunities
Identify patterns and frequently occurring issues, recommending areas for improvement
4. Contribute to developing a workplace learning environment
Assist with searching internal and external ticket systems and internal knowledge base, using research to drive quality documentation.
Assist business with known issues Promote the importance of embracing Ansvar's values in delivering outstanding customer service our distribution partners and customers Keep up to date with Company products, systems and procedures, as well as all relevant legislation
You will also be required to assist the Applications Manager with any other duties as required from time to time
Behavioural expectations and competencies
Passionate about the business and highly motivated to achieve Company objectives
Responds positively to change
Passion for delivery of high customer service and meeting deadlines
Embraces and consistently displays Ansvar's values
Ability to create a positive working environment
Flexible attitude with a 'can-do' approach and a willingness to help out as required
Excellent listening and communication skills plus the ability to receive and provide constructive feedback
Strong written communication skills, adjusting to suit the audience.
Sets and maintains high standards of performance, both personally and for the Company
Excellent people skills and ability to build and maintain good relationships with colleagues, business partners and customers
Highly disciplined, with excellent planning and time-management skills and the ability to work effectively under tight deadlines and pressure
Understanding and appreciation of the roles of the other business functions
Excellent team player, assisting by sharing knowledge and skills across the Company
Facilitates a work place learning environment and culture that fosters continuous improvement
Self motivated with the ability to work autonomously, use initiative and be proactive
Demonstrated ability to problem solve and exercise judgment whilst working independently
Technical competencies and experience
Tech savvy with strong computer literacy skills, including sound knowledge of Microsoft Office Suite such as Word, Excel, PowerPoint and Outlook programs
Demonstrated understanding of business processes, prioritising, and supporting continuous improvement opportunities
Understanding / experience with process story or simular concepts
Proven track record of meeting KPIs/business goals and targets
Able to make balanced judgements based on data analysis and Interpretation
Displays sound judgment and the ability to solve problems
At least 2+ years' industry experience, in similar administrative support rolle
For further information please contact Darina Carvalho at Clicks IT Recruitment on 03 9963 4824.
Market Rates
Market Rates
Type
Permanent
Category
Project / Program / PMO support
Reference ID
BBBH71449
