IT Service Desk Administrator

Job Role Key Responsibilities

• Provide 24/7 first-line IT and communications support across the organization.
• Deliver L1 & L2 support for Microsoft 365 services including Outlook, OneDrive, SharePoint, Teams (Voice), Intune, and security compliance.
• Manage and resolve Service Desk tickets using ServiceNow, ensuring proper categorization and timely follow-up.
• Administer and support internal business applications as assigned by development/support teams.
• Offer desktop and application support to minimize endpoint downtime.
• Monitor antivirus status, device health, and server performance (on-premises and cloud).
• Apply monthly security patches to servers and endpoints within defined timelines.
• Maintain and update IT documentation, procedures, and guidelines.
• Track and manage hardware and software inventory accurately.
• Coordinate with external vendors and consultants, ensuring compliance with access protocols.
• Support automation tools and self-service initiatives to improve service delivery.
• Participate in knowledge-sharing, documentation updates, and process improvements.
• Assist with IT audits, compliance reviews, and risk assessments.

Qualifications

Degree in Information Technology or secondary education with relevant technical certifications
ITIL certification
Microsoft 365 and Azure Administrator certifications
Certifications in networking, Intune, Endpoint Manager, or ServiceNow (preferred)
Minimum 4 years of experience in IT support within enterprise or hybrid cloud environments
Experience with IT administration tasks
Proficiency in ITSM platforms such as ServiceNow or JIRA
Familiarity with automation tools and cybersecurity practices
Understanding of cloud security, multi-factor authentication (MFA), and zero-trust architecture
Excellent spoken and written English communication skills
Advanced computer aptitude and technical troubleshooting ability