Home Job Vacancy Careerbox Current Job Opportunity – Apply Now!

Careerbox Current Job Opportunity – Apply Now!

Title: IT Service Desk Admin
Location: Umhlanga Durban

Job Summary:
Duties & Responsibilities:
Experience Required:

Skilled technical and academically qualified, certified
Incident Management functions and processes
Maintenance of Tickets
Incident Triage, making sure incidents are prioritized and managed correctly.
Coordination of Desktop Technicians and being the SPOC of all IT related requests or incidents.
Ensuring that a high level of customer service and support is provided to all internal and external customers
Optimizing SD and service processes.
Follow through with P1/P2 escalations
Ensure all calls logged via the service desk a prioritized and resolved within internal SLA
Provide remote assistance over the phone, through instant messenger and through the use of remote support tools.
Password Management – Reset and unlock of user accounts
AD Administration, creating, updating and removable of user accounts
JML (Creating of new accounts, movement between campaigns Terminations)
Access control/Approvals for (Shared folders, Distribution Lists),
Signature Changes
Creation and Deletion of SFB Accounts
Effective communication to team leaders and end users.
An IT Qualification and/or IT Experience is a must

99.95% of Priority 1 Incidents are resolved within 4 hours
All Priority 1 incident notifications are communicated within 15 minutes of the incident.
First call resolution rate is at or above 80%
Rate of resolution and following up on tickets
The number of incidents logged
The percentage of incidents handled within the agreed Service Level Agreements for that type of incident
The percentage of incidents resolved that meet the Service Level Agreement
Telephony – Call abandon rate is maintained at or below 10%.
Average Speed to Answer
Call Quality
Call Handling – Inbound and Outbound Handle Time
Roster and Schedule adherence
Customer Satisfaction
Desired Experience & Qualification
Minimum Requirements:

Grade 12
A+ & N+ or IT Certificate/Diploma
ITIL (not essential)
A+, N+, IT Diploma would be preferable
High level of self-motivation
People Orientation and a Team Player
Customer Service experience
Excellent communication skills
Proactive and resourceful
Experience with Manage Engine (Service Desk)
Good Understanding of Processes, Procedures, and Work Instructions

Package & Remuneration:
Market Related

To Apply:

Click Here!


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