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Form of work
SalaryIT Service Desk Analyst/Administrator is required by my innovative client based in Stevenage. They work a hybrid model with x4 days onsite and x1 day remote based.
About the job
The IT Service Administrator, as part of my clients in-house IT department, is a site-based role located at their Stevenage office, working as part of the corporate-wide IT Service Desk function. The IT Service Administrator provides Level 1 support to employees and external Collaborator organisations, providing break-fix incident resolution and service request fulfillment in a timely & professional manner.
The IT Service Administrator is a customer service-based role, providing a centralised first-point-of-contract for end users into IT. The IT Service Administrator must be customer focused, being able to provide professional engagement with end-users via the IT Service Desk portal, telephone or face-to-face contact.
Key Accountabilities:
Relationships and Engagement - Stakeholder Management
Customer Service Support:
- Support the IT Service Desk Manager in delivering a first-class IT service provision to end-users, via a consistently professional approach.
- Respond to common requests for IT service, following agreed procedures, providing required information to end-users to enable fulfilment.
- Maintain accurate records, ensuring end-users are kept informed of progress, following agreed procedures and logging actions taken.
Delivery & Operation - Service Management
Incident Management:
- Identify, register & categorise incidents in line with IT procedures.
- Complete appropriate, Level 1, incident resolution of IT services for end-users.
- Gather information to enable incident resolution and prompt allocation of Level 2 problems to appropriate technical support teams.
- Maintain accurate records, in line with IT standard and as directed.
- Identify and support improvements to the IT incident management processes to maintain desired level of maturity against ITIL standards.
Other areas of accountability include:
Security Services & Security Operations.
Technology Management, Configuration Management.
Systems Installation & Removal.
Development and implementation - Content management.
Experience required:
- Previous experience in a customer service support role, at Level 1, or has gained experience as a competent user of computer systems.
- Previous experience working in a 1st Line IT support role within a mature IT Service Management environment.
- Understanding of IT on-premise infrastructure and provision of IT cloud-based services.
- IT literacy, including extensive recent use of Word, Excel and email.
Knowledge/Skills/Competencies:
- High level interpersonal, communication (oral and written) skills.
- Ability to work well under pressure, to work independently and to be able to take the initiative when completing tasks.
- Ambitious, collaborative, driven.
- Comfortable operating autonomously once goals and objectives are set.
- Accurate with strong attention to detail.
- Ability to quickly establish credibility and build rapport and trust.
- Sharing enthusiasm and motivation for one's work with colleagues as well as inspiring others with their passion and energy.
- Proven ability to engage constructively with colleagues at all levels across different departments to deliver objectives and to respond to a wide range of customer and management needs.
- A positive attitude towards learning, personal and professional development.
- Keeps up to date with professional knowledge, expertise and best practice.
- Willingness to travel.
Education/Qualifications:
- Secondary education (to A level, International Baccalaureate or equivalent) or Diploma in IT.
- IT Service Management - ITIL Foundation certification (desirable).
- IT Professional Certifications - CompTIA A+ (desirable).
This is a fantastic opportunity to secure a role within a leading edge innovative organisation. Please send your CV in the first instance and if relevant you will be contacted with full role and company information.
We are passionate about promoting diversity, inclusion, and equality, and are committed to working with clients who share our outlook. We offer equal opportunities to all candidates regardless of background, identity, sexuality, and disability. We strive to create inclusive cultures where diversity is seen as real value for the company. Our mission is for everyone to feel empowered to be their true authentic selves at work.
