Helpdesk Administrator at South African National Blood Service (SANBS)

Introduction

• Performs and administers the first line support on the Service Management System (Service Desk) and ensures ICT service delivery by expediting Service Desk calls, adhering to SLA’s and ensuring customer service delivery.

Job description

Key Performance Areas

• Perform the First Line Support on the Service Desk System to expedite Calls According to agreed SLA's.
• Administer the Service Desk System effectively and efficiently.
• Develop and Build Good Customer Relationship by Providing ongoing Support and Resolution of Queries.
• Administer User Accounts.

Competencies:

• Analytical thinking and attention to detail
• Problem solving
• Planning, organising and Monitoring
• Judgement and decision-making
• Ethical Behaviour
• Resilience and Stress Management
• Drive and Belief in the Cause
• Flexibility and Adaptability
• Excellence Orientation
• Customer Service Orientation
• Relationship Building Skills
• Teamwork
• Communication
• Knowledge Sharing
• Customer Service Orientation
• Ethical Behaviour
• Engaging Diversity
• Teamwork
• SAP/Meditech/SQL/CISCO/RDS proficiency
• Troubleshooting skills.

Minimum requirements

Education:

• Two or more of the following certifications:CompTIA A , CompTIA N , MCSE, MCP, MCSA, an IT-related degree or diploma.
• ITIL Foundation certification.

Experience:

• At least 1 year experience in any of the following roles: Support Technician, Helpdesk Administrator or Network Engineer.
• Active Directory experience.
• Customer service experience.

Other (knowledge and skills):

• Experience in a Service Management environment (Fault Logging).
• Experience in a Contact centre environment.