Service Desk Administrator

Stowe Holdings is seeking a proactive, organized, and customer-focused Service Desk Administrator to join our growing team. This is an excellent opportunity for an individual who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional administrative and customer support. The successful candidate will play a key role in ensuring the smooth operation of our service desk by coordinating requests, supporting internal teams, and maintaining accurate records while delivering a high standard of service to both customers and internal teams.

KEY RESPONSIBILITIES:

Customer Service (29%)

• Professionally respond to and assist with all customer queries
• Remain courteous, tactful, honest and professional in all communication with other parties
• Ensure that feedback to customers is meaningful and accurate
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests
• Adhere to and comply with all commitments made
• Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.

Call Alignment, Status Updates, Quality Monitoring (28%)

• Ticket and call quality results to be captured and submitted to the senior analyst daily to reach the monthly target
• At specified intervals compare customer call-records against Stowe-records and escalate/resolve discrepancies
• Provide customers and external call-centres with regular status-updates for open support-records
• At specified intervals assess agent-performance against specified criteria and capture conformance

Reporting (28%)

• All quality reporting to be submitted timeously to the senior analyst
• At regular intervals provide customers with alignment-confirmation and status-updates
• At regular intervals provide stakeholders with quality monitoring reports
• Ensure that all status- and progress-updates are accurate and meaningful
• Ensure that all reports are accurate and precise
• Ensure that all reports appearance conforms to the branding guidelines of the company
• On-demand compile summary information, as per request

Policies and Procedures (5%)

• Be familiar with all relevant policies and procedures pertaining to the role.

Competencies/Skill requirements (10%)

• Communication Skills
• Attention to detail
• Interpersonal relationships
• Initiatives and self-motivation
• Coaching and mentoring
• Intermediate level Microsoft Excel,Word & Powerpoint

REQUIREMENTS:

• Minimum 2 years' experience in a Service Desk, Help Desk, Customer Service, or Administrative support role.
• Grade 12 (Matric)
• Proficient in Microsoft Office, particularly Excel, Word, Outlook, and PowerPoint.
• Strong written and verbal communication skills with the ability to interact professionally with customers, colleagues, and stakeholders.
• Excellent organisational and time management skills, with the ability to manage multiple tasks, prioritise workload, and meet deadlines in a fast-paced environment.

Work Location: In person