Help Desk Administrator

Duties & Responsibilities

• Answer all helpdesk calls within 20 seconds and respond to clients in a professional and courteous manner.
• Monitor automatically logged email requests acknowledge receipt and ensure clients receive prompt progress updates.
• Ensure all open logs (phone or email) are followed up and completed within SLA preferably within 24 hours.
• Categorise prioritise and assign requests to relevant teams or suppliers and ensure prompt feedback on progress to the customer .
• Escalate unresolved delayed or high-priority issues to the Helpdesk Supervisor or relevant manager.
• Handle difficult callers professionally and escalate when necessary.
• Create and process purchase orders timeously and accurately.
• Receipt invoices daily and follow up on outstanding invoices.

Behavioural Competencies

Key Performance Indicators

Minimum Requirements

The applicant must possess the following traits and skills :

Strong customer service and communication skills (verbal & written).

Required Experience :

Unclear Seniority

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Employment Type : Full-Time

Department / Functional Area : Operations

Experience : years

Vacancy : 1