Service Desk Administrator

About the role

CBZ Holdings is looking for a Service Desk Administrator to join its Group Information Technology department. You will be the first point of contact for internal and external users, handling a wide range of IT incidents and service requests.

Key responsibilities

• Provide first‑level troubleshooting for hardware, software, network and application issues.
• Log, categorize and track incidents in the service desk system accurately.
• Escalate unresolved tickets to higher‑level support teams or external vendors.
• Communicate status updates to clients and ensure timely resolution.
• Monitor IT services, identify potential problems early and generate regular performance reports.
• Analyse incident data, suggest process improvements and support SLA compliance.
• Collaborate with other IT teams and business units to maintain integrated operations.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or a related field.
• 2‑4 years of experience in technology support or service management, preferably in the financial services sector.
• Strong analytical abilities and experience with root‑cause analysis.
• Excellent written and verbal communication skills.

Required skills

• Proficiency with service management tools such as Manage Engine.
• Data analysis using Excel, Tableau or Power BI.
• Knowledge of technology infrastructure management and system monitoring.