Operations Administrator

Purpose of the role: This is a National role, reporting into the firm's National Senior Manager of Technology. The individual forms part of a team of fourteen people, supporting 1800+ users nationwide. The role is London based and will entail some travel to the firm's regional sites for helpdesk, administration and project work. The working hours for the business are 9.30-17.30, the Operation team's working hours are 08.00-18.00 to ensure we provide cover for those people that start earlier and finish later. For the first three months of your probation period you will be expected to work Mon‑Fri in the London office. 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

• 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.
• 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.
• Liaise 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

• Maintain our asset management system for laptops and mobiles allocated to users in all offices. Keep track of equipment assignments and ensure accurate records.
• Assign and ship equipment to new starters ahead of their start date. Ensure that they have the necessary tools to begin their work.
• Ensure all equipment from leavers is returned before they leave the organisation.
• Arrange for the renewal of laptops and mobiles as per the firm's policy (every 4 years for laptops and 3 years for mobiles).
• 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.
• Manage stock orders and levels for IT equipment, mobile phones, and laptops. Ensure that there is sufficient stock to meet the firm's needs.
• Organise couriers and deliveries, and liaise with the Facilities team for efficient handling of equipment.

Purchase Ordering

• 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.
• 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.

Ideal Requirements

• Experience with Microsoft Teams, Office 365, Active Directory, Freshservice.
• Degree educated.

Crowe UK is committed to equal opportunity and diversity in recruitment and employment. We value the differences that a diverse workforce brings to our organisation and believe that diversity and inclusivity are key drivers of effectiveness and in providing our clients with a quality service. Entry and progression within the firm is determined solely by the application of objective criteria, personal performance and merit.