Daily Responsibilities of an IT Service Desk Administrator

As a key member of the IT team, an IT service desk administrator plays a crucial role in ensuring that employees have the necessary technology support to perform their jobs effectively. This role involves managing a wide range of responsibilities, from providing first-line technical support to overseeing the onboarding and offboarding of new and terminating users. Here, we outline the daily responsibilities of an IT service desk administrator, providing valuable insights for both freshers and experienced professionals.

1. Tier I and Tier II Support

As a Tier I and Tier II support administrator, the primary responsibility lies in addressing the day-to-day technical issues faced by employees. This includes handling support requests via phone, email, and other communication channels. The administrator must be proficient in providing first-line assistance and escalate issues to higher-tier support when necessary. In this role, the administrator supports up to 13,000 users across various systems and services.

2. Active Directory and Microsoft Exchange Server Management

Another critical aspect of the job is managing and maintaining the company’s Active Directory and Microsoft Exchange Server. This involves performing regular updates and ensuring smooth operation to prevent disruptions. The administrator must effectively manage and administer these systems to maintain a secure and reliable IT infrastructure for the organization.

3. Ticketing and Communication Systems

The IT service desk administrator needs to be familiar with various ticketing systems to manage support requests efficiently. SupportWorks, for instance, is the primary tool used for tracking and resolving issues. Additionally, administration of the Avaya One-X ACD phone system ensures that the voice communication infrastructure remains robust and functional.

4. User Onboarding and Offboarding

One of the most important aspects of the IT service desk administrator's role is handling user onboarding and offboarding processes. This includes processing network access for new hires and terminating users, ensuring that their access is immediately restricted to prevent security breaches. Efficient onboarding and offboarding processes are crucial for maintaining a secure and compliant IT environment.

5. Assisting Users

The administrator must provide hands-on technical support to users, resolving issues related to Microsoft Office Communicator, Goverlan, and LogMeIn123 Rescue. Safenet and Cisco AnyConnect systems must also be managed effectively to ensure secure remote access for employees. This involves troubleshooting and providing solutions to ensure that users can access their applications and systems without any delays.

6. Database and System Administration

Supporting the JD Edwards Production Database (JDE 9.0) and Oracle PeopleSoft HR system administration is another significant responsibility. These systems handle critical business operations and require regular maintenance and support to ensure their smooth functioning. DE administrators must be knowledgeable about the production and development environments to manage these systems effectively.

7. Collaborative Solutions

Administration of SharePoint and Box FTP collaborative solutions is also a crucial part of the role. These tools facilitate teamwork and file sharing, and the administrator must ensure that they are functioning properly. This includes managing document storage, permissions, and access controls to maintain a secure and collaborative work environment.

8. Mobile Device and Application Management

With the increasing use of mobile devices in the workplace, managing AirWatch for device management and corporate Apple application support has become essential. This includes ensuring that devices are securely provisioned, managed, and updated to protect company data and maintain compliance with security policies.

9. Production and Network Support

The role also involves supporting MFG Production systems, such as QAD NetTerm and Citrix, and managing Unix-based systems like WRQ reflection. This includes troubleshooting network issues and providing assistance with various aspects of production and development environments, which are critical to the organization's operational continuity.

In summary, the IT service desk administrator is a multifaceted role that requires a broad skill set and a deep understanding of various IT systems and processes. From providing Tier I and Tier II support to managing Active Directory and Microsoft Exchange Server, the responsibilities of an IT service desk administrator are extensive. To succeed in this role, professionals should continually update their skills and knowledge to keep up with evolving technologies and industry trends.