Operations Administrator

The role is Maidstone based and includes some travel to the firm’s regional sites for Helpdesk support, administration and project work.

The standard business working hours are 09:30 to 17:30. However, the Operations team operates from 08:00 to 18:00 to ensure coverage for colleagues who start earlier or finish later.

To support this, we operate a shift rota. Typically, you will work five consecutive days in the office, followed by five consecutive days from home. Your shift times will vary between 08:00–16:00 and 10:00–18:00.

For example, your schedule might look like:

Office: Wednesday, Thursday, Friday, Home: Monday, Tuesday

Home: Wednesday, Thursday, Friday, Office: Monday, Tuesday

Please note that this pattern is subject to change based on team movements, annual leave, project work, and other operational needs.

For the first three months of your probation period you will expected to work Mon-Fri in the Maidstone office. There will also be a requirement for you to regularly travel to London to be trained by and work with the team.

Once you have authorisation from your Line Manager to work from home after the three month probation meeting, you will be able to WFH on a rotational basis.

In addition, there will be a requirement for weekend work and or overtime.

Responsibilities: Key responsibilities include, but are not limited to:

• Build and Maintain Relationships with senior stakeholders, leaders, and colleagues within the firm. This involves regular communication, understanding their needs, and providing timely support.
• Engage with stakeholders to understand their requirements and expectations, ensuring that their needs are met and any issues are promptly addressed.
• Work collaboratively with various departments and teams to ensure smooth operations and effective problem-solving.
• Communicate in a professional and polite manner, both verbally and in writing. This includes drafting emails, reports, and other documents with clarity and precision.
• Communicate in a professional and polite manner, both verbally and in writing.
• Demonstrate an empathetic and understanding nature when interacting with team members and clients. This helps in building trust and fostering a supportive work environment.
• Maintain a confident, 'can do' attitude to motivate and inspire others. Approach challenges with a solution-oriented mindset.
• Identify opportunities for improvement in processes and performance and implement changes to enhance efficiency and effectiveness.
• Demonstrate excellent organisational skills by managing multiple tasks and priorities effectively. This includes planning, scheduling, and coordinating activities.
• Liaising with external Suppliers for Procurement. Ensure that all queries are addressed promptly and accurately, orders are raised and successfully received.
• Liaise with IT contacts and suppliers to ensure smooth operations and timely resolution of issues. Keep stakeholders informed of progress and updates.

Ticket Management

• Manage raising tickets related to HR processes such as new starters, leavers, changes in employment, and personal details.
• Raise all queries (including hardware-related requests and service requests) in Freshservice ticketing system to track and manage them efficiently. Ensure that tickets are updated with relevant information and resolved promptly.
• Documentation: Ensure that all documentation is in Freshservice for easy reference and tracking.

Inventory & Hardware Management

• Inventory Management: Maintain our asset management system for laptops and mobiles allocated to users in all offices. Keep track of equipment assignments and ensure accurate records.
• New Starters: Assign and ship equipment to new starters ahead of their start date. Ensure that they have the necessary tools to begin their work.
• Leavers: Assign and ensure all equipment from leavers is returned before they leave the organisation.
• Renewals: Arrange for the renewal of laptops and mobiles as per the firm's policy (every 4 years for laptops and 3 years for mobiles).
• Redundant Equipment: Manage all redundant equipment across all sites. Organise the collection of redundant equipment by liaising with IT contacts and coordinating with the Computer Aid charity.

Stock Management:

• Manage stock orders and levels for IT equipment, mobile phones, and laptops. Ensure that there is sufficient stock to meet the firm's needs.
• Courier and Delivery: Organise couriers and deliveries, and liaise with the Facilities team for efficient handling of equipment.

Purchase Ordering:

• Purchase Order System: Manage the purchase order system by liaising with suppliers and obtaining quotes for orders. Ensure that all purchase orders are processed accurately.
• Conduct monthly checks to ensure that all costs are accounted for, and we are getting the best price for any equipment ordered via our Suppliers
• Stock Orders: Order and manage stock for laptops, mobiles and other IT equipment.
• Ensure that the firm has the necessary resources to operate smoothly.

Software Licensing:

• Maintain records of purchased software and contracts and ensure that licenses are renewed before they expire. Keep track of license usage and compliance.
• Coordinate with suppliers and IT contacts to renew software licenses in a timely manner. Ensure that the firm remains compliant with licensing agreements.

Technical skills, experience & knowledge:

• Experience working in an IT/Technology department or experience within IT Administration
• Works effectively across teams and departments to achieve shared goals
• Interprets data, identifies patterns, and makes informed decisions.
• Explains technical concepts clearly to non-technical audiences
• Demonstrated ability to learn quickly and adapt in a professional setting.
• Very organised.

Required Skills & Qualifications:

• Strong working knowledge of Windows 11
• Strong Knowledge of Microsoft O365
• Engaging personality and strong communication skills
• Articulate with an excellent telephone manner
• Lateral thinker, team player, self-starter, and friendly