Service desk administrator

Our client based in Twyford is looking for a Service desk administrator

Mon - Fri on a 2 shift basis 08:00 -16:30 or 09:30 - 18:00

Hybrid - work from home Mon and Fri , In the office Tue - Thu

£27,000 -£28,000per annum

Main Responsibilities:

• Coordinating and managing engineer scheduling, ensuring optimal allocation of resources in line
• with availability and customer requirements
• Overseeing and taking ownership of support tickets relating to field engineering, ensuring timely resolution and adherence to service standards
• Managing, coordinating, and monitoring part requests ensuring compliance with service level agreements (SLAs)
• Arranging collections from customer sites, coordinating with internal engineers or third party couriers as needed
• Maintaining proactive communication with customers , providing regular updates on ticket progress and scheduled engineer visits
• Escalating issues appropriately, both internally and externally to ensure swift resolution and customer satisfaction
• Participate in an optional paid on-call rotation following a period of training, providing out of hours support as required

Skills and Experience:

• Proven experience working in a fast-paced Service Desk or IT Support environment
• Strong communication skills, both verbal and written, with a keen eye for detail and accuracy
• Demonstrated ability to provide effective support via telephone and email, ensuring a high level of customer service
• Excellent problem solving skills with a practical, common sense approach
• Strong planning and organisational skills with the ability to prioritise tasks and escalate issues where necessary
• Proactive mindset, taking ownership and accountability for resolving issues
• Ability to work under pressure, meet deadlines and maintain high standards of performance
• A basic understanding of IT infrastructure and network topology
• Comfortable with working flexible hours, including shift and potential on call responsibilities
• Security Clearance or willingness to undergo the clearance process is required
• ITIL certification is preferred but not essential
• Proficiency in Microsoft Office skills, Email, Word, and Excel

Personal Skills:

• Self-motivated
• Able to work independently and take initiative with minimal supervision
• A professional, positive, and flexible attitude
• Strong communication skills
• Logical and analytical thinking capable of approaching problems methodically
• Strong team player who collaborates effectively and contributes to a supportive team culture
• Willing and able to share knowledge
• Committed to continuous improvement and open to feedback

Please note:

As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, please assume you have been unsuccessful on this occasion.

In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.