Administrator: Service Desk at Transport Education Training Authority (TETA)

Description
KEY PERFORMANCE AREAS

• Provide Support to Stakeholders
• Provide day to day Tier1 service desk support by responding to support queries telephonically or via computer chat;
• Follow up with clients on the logged queries;
• Setup and prepare boardroom equipment for meetings;
• Maintain a high degree of customer service for all support queries and adhere to all service management principles;
• Provide administration support to the unit.
• Service Desk Administration 
• Maintain a log of any software or hardware problems detected;
• Support users in the use of computer equipment by providing necessary training and advice;
• Unlock user accounts and reset passwords;
• Make follow-ups on unresolved queries and update the user regularly;
• Do basic hardware and software support;
• Assist with setting up of hardware and maintain the asset register;
• Report hardware repairs to service providers and make follow-ups on the statuses;
• Assist with booking travel and providing meeting services;
• Create payment requisitions and process invoices for all contracted service providers;
• Administer the procurement of goods and services for the unit.

 MINIMUM REQUIREMENTS
Experience and Qualification

•  M+3 qualification in Information Technology/Computer Science;
•  Minimum 2 years’ experience in Information Technology environment;
•  Certification in A+ and N+ is an added advantage;
•  ITSM Certification would be an advantage.

Knowledge of:

•  Desktop operating systems and applications;
•  Problem solving telephonically;
•  Hardware and software installation and diagnosis;
•  End User Computing services and related LAN Infrastructures Services;
•  Microsoft Active Directory; Microsoft Exchange; Microsoft Outlook and Microsoft 365;
•  Office administration support;
•  Remote Support tools;
•  Basic Server applications;
•  IT Service Management;
•  VOIP Telephony support;
•  Customer oriented and service focus.

Skills

•  Networking and computing skills;
•  Time management skill;
•  Excellent Communication Skills;
•  Good telephone etiquettes.