IT Service Desk Administrator II

About the role

The IT Service Desk Administrator II provides first‑level technical support to ensure all employees can work without interruption. You will act as the primary point of contact for hardware, software and access issues, delivering clear, customer‑focused solutions.

Key responsibilities

• Provide daily support for laptops, desktops, peripherals, operating systems and business applications.
• Manage support tickets from creation to closure, prioritising based on urgency and business impact.
• Troubleshoot basic networking problems including LAN, Wi‑Fi, VPN and IP/DNS connectivity.
• Perform account‑related tasks such as password resets, login troubleshooting and access provisioning.
• Maintain accurate asset records and document all support activities in the ticketing system.
• Follow IT policies, security best practices and service‑level agreements.
• Collaborate with senior IT staff and other teams, escalating complex issues when necessary.

Required profile

• Strong communication skills with the ability to explain technical concepts in non‑technical terms.
• Professional, patient and customer‑oriented attitude.
• Ability to work independently, take ownership of issues and follow through to resolution.
• Willingness to learn continuously and accept feedback.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Operating systems
• Business applications
• LAN, Wi‑Fi and VPN connectivity
• IP/DNS troubleshooting
• Account management (password reset, access provisioning)
• Endpoint security
• Ticketing system usage