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IT Support Desk Administrator
4 years ago
To provide professional first line contact and support for our customers, via in person (meet and greet), telephone and email and have good computer literacy skills.
Undertake IT Support Desk Administration duties that include, getting quote and ordering IT software / hardware for the company, managing stock levels, booking in / out goods (will require lifting of equipment), returns, asset management, management of loan equipment, dealing with RMA’s, packing and arranging shipment of items.
You will be required to log calls from our customers, either face to face, via email or telephone, assign priorities and track calls from receipt through to completion to ensure our customer are happy and getting the best possible service.
As part of the IT team you will be required to work in collaboration with your team members to ensure the helpdesk is covered from 8am to 6pm. You will offer 1st line diagnostics and assistance to 2nd / 3rd line were required and offer service improvements ideas, review the current processes and where applicable recommend any improvements in timely and professional way.
Customer care
- Be part of the IT team to ensure helpdesk coverage from 8am to 6pm
- Be the 1st Line of contact for our customers
- Meet and Greet
- Telephone
- Email
- CRM Tools
- Be polite and courteous
- Prioritise calls and manage the customer experience
- Ensure calls are completed thoroughly
- Raise and escalate where appropriate to management
- Follow company process and procedures
- Where appropriate seek the correct approvals and authorisation before purchasing or granting access
Office Administration
- Complete the IT induction process, take photographs and create new ID badges
- Receive order requests from customers, getting quotes, raise PO’s, order and receive equipment
- Receiving of IT items, physically (lifting of computer equipment) and on the computer system
- Booking in and booking out of equipment including any loan IT services
- Returning of faulty goods
- Making sure all new equipment is asset tagged and the computer systems are updated
- Keeping the goods in / out areas tidy and other general office duties
Incident Handling
- Log, prioritise, investigate and assigned calls to the appropriate team / person
- Learn to resolve simple and quick fix calls at first call
- Manage existing calls assigned to personnel, ensuring the customer is kept up to date
- Proactively manage high priority call when appropriate
- Identify poorly manage calls and either manage directly or escalate to the appropriate manager
Service Improvements
- Review and learn the current process
- Where identified propose new and more efficient service
- Where identified propose new and improved solution to enhance the customer experience
- Gain approval and update / implement new ideas in a controlled professional manner
- Create, update and amend documentation as identified
Other duties
- Provide support for IT Director and other IT Managers as required
- Provide support to other members of IT when required
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