IT Service Desk Administrator

About the role

The IT Service Desk Administrator provides first‑ and second‑line support to keep daily business operations running smoothly. Working with global users across multiple time zones, the role focuses on incident resolution, user assistance, system administration and endpoint management while following IT service‑management best practices.

Key responsibilities

• Deliver L1 and L2 support for applications, devices and infrastructure.
• Administer Microsoft 365 services such as Outlook/Exchange Online, Teams, SharePoint, OneDrive and Intune.
• Log, categorize and resolve incidents and service requests using an ITSM tool (e.g., ServiceNow or Jira).
• Provide desktop, laptop and application support to minimise downtime.
• Monitor systems, endpoints and services proactively and address issues.
• Manage endpoint security, antivirus status and device compliance.
• Perform monthly patching of servers and endpoints in line with security standards.
• Maintain IT asset and inventory records and coordinate with vendors.
• Update service‑desk documentation, procedures and knowledge‑base articles.
• Support automation projects, IT audits and continuous‑service‑improvement initiatives.

Required profile

• Degree in Information Technology or relevant technical certification.
• At least 4 years of experience in IT support, service‑desk or IT administration.
• Experience with enterprise or hybrid cloud environments.
• Relevant certifications (ITIL, Microsoft, Azure, ServiceNow) are a plus.

Required skills

• Microsoft 365 administration (Outlook, Exchange Online, Teams, SharePoint, OneDrive).
• Intune / endpoint management.
• ITSM tools such as ServiceNow or Jira.
• Windows desktop and application support.
• Device management and security compliance.
• Basic networking and cloud concepts.
• Cybersecurity awareness (MFA, endpoint security, access control).