Technical Support Administrator

Job Title:  Technical Support Administrator (12 months)

 Overall Purpose of Job

To be responsible for the initial progress of ICT support requests including categorisation and allocation via our Helpdesk system whilst being an advocate in the use of self-service options for customers using the ICT service. To also manage and administer asset and contract Management systems and all relevant administration tasks that support our ICT operations.

• Temporary position 12 months £ 23,925 p.a.
• 30 days annual leave
• Health Scheme
• Pension
• Training and development

 Main Responsibilities

• To monitor and maintain the Helpdesk System, logging, assigning, and closing calls as appropriate
• To provide support and insight as the frontline service to all technicians aiding them to have as much information regarding the requests for support. This is done via in depth triage to gain clarity on faults to aid the technical journey.
• Carry out initial diagnostics and 1st line Technical Support, building knowledge where workload allows to strengthen that first point of call service.
• Provide ICT support to all users of within the group, understanding that requests are dynamic in nature.
• Planning, co-ordinating and introducing new starters to the business by supplying them with their equipment and their initial introduction to the Technology we use at Ongo and to ensure they have an understanding of our core processes i.e., password reset, how to access our service etc.
• Co-ordinating leavers to the business ensuring our technicians have the insight of leaving dates and that we retrieve our relevant assets from a member of staff leaving our business.
• Respond to all helpdesk calls within service standards, escalating as required
• To improve the UX of our Helpdesk system and suggest further improvements for self-service support
• To monitor stocks of consumables and spares, market testing across a broad range of suppliers to ensure we are getting value for money and preparing purchase orders for replacements when required. Being aware of the overall market leaders, changes to extensively used stock and keeping abreast with pricing inflation to meet our internal contract standing orders and VFM policy.
• To aid the processing of invoices for services as well as goods by adding purchase orders for these to our systems, maintaining good relationships with our internal Finance team to ensure the smooth processing of supplier payment.
• To maintain the Asset Register and keep it up to date with all Hardware & Software.
• Liaise with various 3rd party suppliers to aid the progression of support whilst building quality relationships to maintain the service we receive.
• To monitor automated error reporting from hardware and software
• To implement the disposal process for equipment’s end of life cycle. This entails itemising, recording, checking condition for sale and safety and preparing for transit. Administration and approval process required and a need to work with our 3rd party on the transition of this equipment compliantly. This is normally carried out twice a year.
• To produce monthly performance stats to aid ICT Management team to produce a spotlight report.
• To provide support at other satellite offices where appropriate and where there is a business need.

Knowledge, Skill & Experience Required

• A general knowledge of basic IT support (1st line support) with some experience in an ICT setting or working towards a recognised ICT qualification.
• Logical and solution orientated individual
• The ability to explain technical issues to non- technical staff
• The ability to prioritise and multitask with several diverse requests at any one time
• The ability to communicate openly and with ease to all customers and stakeholders
• Ability to perform well in a high-pressured environment
• Self-motivated and innovative
• The ability to openly collaborate with team members
• An approachable manner with experience in customer service

CLOSING DATE FOR APPLICATIONS – SUNDAY 10 MARCH