Service Desk Administrator (Level 5)

Service Desk Administrator (Level 5) [2 posts] – salary $5,198,035 annually.

JOB PURPOSE 

The Service Desk Administrator is responsible for providing a single point of end-user contact for all Information Communication Technology (ICT) related problems and inquiries regarding IT services and Information Systems, and to ensure that end users are receiving the appropriate assistance with high levels of customer service. 

KEY RESPONSIBILITIES 

• To provide general information, technical and operational support directly to internal and external end-users. 

• To troubleshoot problems referred by internal and external end-users. 

• To identify and report any suspected system faults. 

• Produce Identification cards for internal and external clients. 

• To keep proper records of all request and incidents/faults made. 

• To assign end-users to the various systems as desired 

• To ensure that all end-users are knowledgeable about policies, procedures and documentation requirements. 

• Collect, organise and maintain a problem and solutions log for use by other Customer service administrators. 

• To liaise with System Administrators, Workstation Engineers, Database Analyst, Programmer and ICT Security Analyst in an attempt to resolve end-users problem. 

• Participate in the redesign of applications and other software 

• To do necessary follow up and report outstanding problems in a timely manner. 

Technical / Professional Responsibilities 

• Maintain and update the ICT Information system with records. 

• Ensure timely resolution of all request and incidents/faults and channel recovery efforts to ensure closer of incidents. 

• Provide first line assistance to end-users, escalate and assign service records to other ICT support groups for resolution. 

• Escalating all problems not resolved to respective Team Leads in the targeted SLA response times for a resolution. 

• Assists in coordinating the resolution of workstation, technical, computer operations equipment problems, applications/software systems and operations equipment problems. 

• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. 

• Informing users whenever there is a problem with the systems, which would affect system availability to users. Whenever the problem is resolved, the Service Desk will advise the users accordingly. 

• Liaise with external ICT suppliers, assist in delivery of ICT operational support services through the Service Desk management mechanism. 

Customer Service Responsibilities 

• Maintains customer service principles and standards. 

• Identifies and incorporates the interests and needs of customers in the business process re-design. 

• Ensures critical success factors are identified and meets expectations. 

Other Responsibilities 

• Performs all other duties and functions as may be required from time to time.    

• May be required to attend court proceedings and provide evidence. 

REQUIRED COMPETENCIES 

Core 

• Effective oral and written and communication skills with professional colleagues and non-technical users. 

• Excellent time-management, planning and organizational skills. 

• Excellent interpersonal skills. 

• ITIL service management process knowledge. 

• Excellent customer service skills

Technical  

• Good knowledge of relevant computer JCA applications software and systems. 

• Good knowledge of basic computer systems. 

• Information Technology Infrastructure Library (ITIL) Training. 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE 

• First degree in Computer Sciences, Information Management or similar ICT related disciplines. 

• At least 3 years related experience. 

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB 

• Work will be conducted in an office outfitted with standard office equipment and specialized software.  

• The environment is fast paced with on-going interactions with critical stakeholders and meeting tight deadlines which will result in high degrees of pressure, on occasions.  

Applications, including résumés, should be submitted no later than Friday, June 5th, 2026. 

Only shortlisted candidates will be contacted by HRMD 

Email us at helpdesk@jca.gov.jm, if you have any technical difficulties.