Managed Services Client Service Desk Administrator

Overview

The Managed Services Client Service Desk Administrator provides administrative support to the service desk function, coordinating service requests and maintaining documentation and records to support efficient incident resolution and service delivery.

What you'll do

• Provide administrative support to the Managed Services Client Service Desk team.
• Perform entry level administrative tasks as required by the team.
• Ensure the correct escalation procedure is followed on all critical calls and requests.
• Receive, validate and log client requests, capturing the detail of the request.
• Assist with analyzing and interpreting escalation requests to ensure correct categorization and prioritization.
• Maintain all relevant documents related to tickets and requests, including the client's information.
• Perform any other related task as required.

What you'll need

• High School Certification or diploma or equivalent.
• Basic to moderate years of experience.
• Basic to moderate experience in the Technology Industry and Call Centre environment.
• Ambitious self-starter with the ability to work under general direction.
• Ability to use sound judgment to escalate an issue to a higher level.
• Methodical approach to ticket resolution.
• Ability to interact with a variety of stakeholders.
• Integrity to ensure excellent client service and retention.
• Good attention to detail and client focus.
• Strong and effective verbal and written communication skills.
• Ability to work in a 24x7 shift structure, based on a defined roster as required.

Details

• Workplace type: Hybrid.
• Shift work: 24x7 shift structure based on a defined roster.