IT Request Administrator

The IT Request Administrator is responsible for handling and resolving.

IT service Requests received by the TwS IT and MIS helpdesks

Follow strict written process and procedures.

Provide first line IT and MIS support.

Ensure calls are logged and updated in the ticketing system.

Key job outcomes/accountabilities

Under the supervision of the Senior Schools Helpdesk Officer and by following

documented process and procedures the team member is responsible for the

successful provision of IT service requests raised via the IT service Desk portal

Triage incoming IT requests and prioritize them based on urgency and severity

including escalation where necessary.

Setting up of New Accounts, updating user records,

providing access rights to mailboxes and folders, access to various applications,

amending distribution lists and deployment of applications.

Ensure the resolution of service requests against SLAs.

Maintain the helpdesk mailbox.

Log all IT requests and their resolution/escalation in the ticketing system

To work very closely with other TwS ICT team members, supporting

and assisting colleagues as appropriate.

Undertake Ad Hoc duties when necessary.

Previous experience in Request Administration, working in an IT environment, including a knowledge of ticketing systems

Experience and understanding of a variety of applications and PC peripherals.

Have a working knowledge of business and teamworking applications and awareness of Windows 10/11, Microsoft 365 or equivalent, including email, word processing, spreadsheet, browser, team collaboration applications, and have a willingness to learn new applications and technology as required.

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