IT Service Desk Administrator

Role Overview

The IT Service Desk Administrator provides first and second-line IT support to ensure smooth day-to-day business operations. The role focuses on incident resolution, user support, system administration, endpoint management, and maintaining high service availability aligned with IT service management best practices.

This position may require shift work to support global users across multiple time zones.

Key Responsibilities

• Provide L1 & L2 IT support for end users across applications, devices, and infrastructure.
• Support and administer Microsoft 365 services including:
  • Outlook / Exchange Online
  • Teams & Teams Voice
  • SharePoint & OneDrive
  • Intune device management
• Log, categorize, and resolve incidents and service requests using an IT Service Management tool (e.g., ServiceNow/Jira).
• Deliver desktop, laptop, and application support ensuring minimal downtime.
• Monitor systems, endpoints, and services proactively to identify and resolve issues.
• Manage endpoint security, antivirus status, and device compliance.
• Perform monthly patching of servers and endpoints in line with security standards.
• Support administration of internal business applications.
• Maintain IT asset and inventory records.
• Coordinate with vendors and third-party service providers when required.
• Maintain service desk documentation, procedures, and knowledge base articles.
• Support automation initiatives, IT audits, and continuous service improvement activities.

Required Qualifications

• Degree in Information Technology or relevant technical certification.
• Minimum 4 years' experience in IT Support / Service Desk / IT Administration.
• Experience supporting enterprise or hybrid cloud environments.

Technical Skills

• Microsoft 365 Administration
• Intune / Endpoint Management
• ITSM tools (ServiceNow, Jira or similar)
• Windows desktop & application support
• Device management & security compliance
• Basic networking and cloud concepts
• Cybersecurity awareness (MFA, endpoint security, access control)

Certifications such as ITIL, Microsoft, Azure, or ServiceNow are advantageous.