Managed Services Client Service Desk Administrator

About the Role

The Managed Services Client Service Desk Administrator is an administrative role that supports the smooth operation of the service desk function. This role involves tasks such as coordinating service requests, assisting the client service desk team, and maintaining documentation and records to support efficient incident resolution and service delivery.

Key Responsibilities

• Provides administrative support service to the Managed Services Client Service Desk team.
• Provides entry-level administrative tasks as required by the team.
• Ensures the correct escalation procedure is followed on all critical calls and requests.
• May be responsible for receiving, validating, and logging client requests, capturing the detail of the request.
• Assists with analyzing and interpreting escalation requests to ensure correct categorization and prioritization.
• Ensures all relevant documents related to the tickets / requests are maintained, including the client’s information.
• Performs any other related task as required.

Requirements & Tech Stack

• Ambitious self-starter with the ability to work under general direction.
• Ability to use sound judgment to escalate an issue to a higher level.
• Displays a methodical approach to ticket resolution.
• Demonstrates ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Good attention to detail and client focused.
• Strong and effective verbal and written communication skills.
• Ability to work in 24x7 shift structure, based on a defined roster as required.

Qualifications

• High School Certification or diploma or equivalent.
• Basic to moderate level experience in the Technology Industry and Call Centre environment.