IT Helpdesk Administrator

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An exciting opportunity exists for you to be part of the Diamond Trading Company Botswana (DTCB) team to develop and implement the new company strategy. If you are motivated and inspired by a transformation journey to unlock diamond value, DTCB offers you the chance to be part of this journey.

Department: Operations
Project Location(s): Gaborone
Education: Degree in Business, Engineering or equivalent


The IT Helpdesk Administrator will be responsible for Administration of the SNOW Helpdesk solution and management of the Incident management function of the Services section of the IT Service delivery function.

IT Helpdesk Administrator jobs is involved troubleshooting general IT problems. They allow businesses to track and identify issues and resolve underlying problems. This helps businesses to improve productivity and efficiency. IT help desk software is also used in order to streamline the ticketing process. This means customers are given automated ticketing to ensure their query is directed to the right help desk support engineer.

  • Hands-on experience with Windows OS environments;
  • Ability to provide step-by-step technical help, both written and verbal;
  • Excellent communication and problem-solving skills;
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role;
  • Knowledge and deployment skills of Office 365;
  • Ability to diagnose and troubleshoot basic and advanced technical issues;
  • Good understanding of computer systems, mobile devices and other tech products.

Key Performance Areas

The successful candidate will be responsible for among other things:

  • Liaise with Maintenance manager for allocation of works to contractors;
  • Liaise with allocated client from beginning to end, updating works on client specific web portals;
  • Scheduling appointments for engineers and monitor their activity;
  • Liaising with company engineers and subcontractors for both planned and reactive maintenance;
  • Work closely with other members of the helpdesk and operations team to provide the best service to customers and clients;
  • Preparing and sending invoices;
  • Advise clients on the most efficient solution;
  • Dealing with day to day enquiries from HCL team and multiple Clients;
  • Keep SNOW updated with ALL requirements;
  • Escalate calls when needed if unable to solve it;
  • Logging holiday, sickness for team engineers;
  • Raising SNOW ticket for new jobs / contracts / quotes;
  • Dealing with day to day enquiries from the internal team and Clients;
  • Maintaining and controlling documents relating to the maintenance of the service desk;
  • Maintaining of the site sub-contractor records and VMS System.

Minimum Requirements

  • Degree in IT, Computer Science, Computer Engineering or equivalent
  • Minimum 3 years post graduate experience in IT Support or Helpdesk Administration
  • ITIL foundation or Service Desk experience would be an added advantage

Submit your application and a copy of your latest CV, ID and certificate educational certificates clearly marked “Transformation Manager” on the subject line to; [email protected] . Only shortlisted candidates will be contacted. Closing Date: 4th February 2022.