Service Desk Administrator

Job Overview

CBZ Holdings Limited is seeking a dedicated Service Desk Administrator to join their Group Information Technology department. This role offers an engaging opportunity for professionals passionate about delivering first-level IT support within an energized team.

Key Responsibilities

• Provide initial troubleshooting support for hardware, software, network, and application related issues.
• Accurately document and categorize IT incidents using the service desk system.
• Escalate unresolved problems to higher-level technical teams or external vendors as necessary.
• Maintain clear and continuous communication with internal and external clients regarding the status of their incidents and requests.
• Monitor IT services and system health to anticipate and resolve issues proactively.
• Prepare and circulate regular reports that detail service desk activities, such as incident resolution times, customer feedback, and SLA adherence.
• Suggest and implement improvements to service desk processes to boost efficiency and effectiveness.
• Ensure data integrity and security measures are followed throughout support processes.
• Collaborate with other IT departments and business units to support seamless operations.
• Provide updates and performance reports to the Service Level Manager, focusing on critical metrics and trends.
• Offer insights to enhance overall service desk effectiveness and customer satisfaction.

Qualifications and Experience

• A Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or relevant discipline.
• Between 2 to 4 years of experience in technical support or service management, ideally within the financial services industry.
• Experienced in the use of service management tools such as Manage Engine.
• Strong knowledge of managing technology infrastructure to ensure reliability and performance.
• Proficient in data analysis applications including Excel, Tableau, and Power BI for monitoring service management effectiveness.
• Competent in performing root cause analysis and formulating preventative strategies.
• Experienced in system and network monitoring for early detection of incidents.

Additional Information

Candidates meeting the specified criteria are encouraged to submit applications through the CBZ platform by 24 July 2026. Only applicants shortlisted will be contacted for the next steps.