About this role
Job title: Service Desk Administrator
About the Role The purpose of the role is to resolve, maintain and manage client’s software/hardware/network based on service requests raised from the end-user as per defined SLAs, ensuring client satisfaction. The role also involves timely ticket responses, quality solutioning, and acting as custodian of the client’s infrastructure to keep it functioning and up-to-date.
What You'll Do
- Respond to, track, and resolve service requests and tickets within defined resolution times as per the customer's SLA.
- Install and configure software/hardware based on service requests and provide timely access provisioning.
- Ensure 100% adherence to timeliness according to priority, manage client expectations, and minimize escalations.
- Perform root cause analysis and create action plans to resolve problems and improve client satisfaction.
- Maintain the ticket lifecycle from acceptance to resolution and review logs gathered by chatbots to ensure timely resolution.
- Maintain timely backups of important data/logs and coordinate with on-site teams for complex problem resolution.
- Provide application/user access as required and track tickets to ensure proper functioning of network/server/storage/infrastructure.
- Coordinate with internal stakeholders (Project Manager, on-site team) and external clients to deliver service.
What We're Looking For
- Experience in IT service desk/support with ticketing systems and SLA adherence.
- Strong problem solving and root cause analysis skills; ability to propose effective corrective actions.
- Technical knowledge of software/hardware/network components and the ability to install/configure as needed.
- Ability to manage and track tickets end-to-end, and to coordinate with on-site teams for complex issues.
- Good communication, collaboration, and customer-facing focus.