Service Desk
  • Answer and record all reported incidents and requests from internal and external customers via the ICT helpdesk function and ensure Abtran and the Client Service Level Agreements are met.
  • Monitor the status and progress toward the resolution of all open incidents and keeping customers that are affected informed about the progress.
  • Manage work and ServiceDesk tickets in accordance with the procedures outlined by
  • Escalate issues to the ICT team as required.
  • Resolve confirm and close ICT tickets for incidents as per the teams Service Level Agreement.
  • Provide Helpdesk cover as required.
  • Provide flexible on-call cover as per the on-call schedule set out by your Manager.
  • Required to work out of office hours on short notice due to business needs

Technical Support

  • Provide 1st level ICT support to resolve or escalate ICT incidents as appropriate.
  • Provide information systems administration support.
  • Provide telephony administration support.
  • Provide escalation’s support to ICT Teams and Vendor Teams as required.
  • Contribute to the enhancing of Service Desk procedures and policies.
  • Maintain a consistent focus on the quality of service to ensure maximum customer satisfaction.
  • Proactively suggest (and implement as appropriate) system, software, technology upgrades across the business and thereby improving on the efficiency of service/systems uptime.


  • Show a positive attitude.
  • Build relationships with your peers, colleagues, and manager.
  • Support colleagues and build the right culture.
  • Look out for each other.
  • Share knowledge with colleagues and with Client
  • Be flexible and adapt to different situations, customers and business needs.
  • Recognise the part you play in the team and contribute to its success.

Continuous Improvement

  • Engage in and take ownership of personal development and career planning.
  • Find ways to do things better for yourself, the team, Abtran, the customer and the
  • Tell people about your good ideas.


Specifically, the IT Support Administrator will have:

  • 2 or more years’ experience in ICT Support with an organization of 50+ users
  • Experience of an ICT Service Desk and incident management processes
  • Administration of Active Directory
  • Knowledge of LAN, TCP/IP, Ethernet switch basic configuration
  • Moving and re-patching PCs, IP phones and other Hardware
  • Extensive experience supporting MS Windows workstations, printers, and standard end-user applications e.g. MS Office
  • Cloud experience such as MS Office 365 is desired

Desired Qualifications, Training and Experience:

  • ICT Technical Qualification (MCP, CCNA, etc.)
  • A third level ICT Qualification
  • Experience of ITIL processes

Personal Attributes required:

  • Excellent Communication skills
  • Flexible and Adaptable
  • Good Team Player
  • Can work unsupervised and on own initiative
  • Excellent investigative, problem solving and follow through skills.
  • Able to maintain a high level of accuracy while working in a fast-paced environment
  • Strong attention to detail


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