IT Helpdesk Administrator

IT Helpdesk Administrator

Based in Stevenage

£21,000 - £23,400 per annum

Must be eligible for Security Clearance

Your role

Are you looking to move into a career within IT?

We are looking for an IT Helpdesk Administrator to maintain and enhance the high level of Service Delivery to the customer. This is a new role within the business and you will work alongside experienced and established teams.

Core Skills

  • Must have good communication skills.

  • Ability to learn quickly and under pressure.

  • Good teamwork skills.

  • Intermediate knowledge of Microsoft Office, including excel.

Your role will involve:

  • Follows and monitors established processes and recommends improvements to these as appropriate to resolve routine customer enquiries.

  • Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.

  • Escalates issues as necessary to deliver required service levels and meets or exceed customer expectations / SLA.

  • Monitors all aspects of Incident Management processes to ensure adherence to best practice.

  • Monitor resolution of incidents to agreed service levels.

  • Utilising statistical reporting and analysis, monitors performance across all groups.

  • Analyses and identifies areas of improvement to the service to ensure customer satisfaction.