At a Glance
- Tasks: Support new hires and leavers with onboarding and offboarding processes.
- Company: Join a dynamic team focused on providing top-notch IT support.
- Benefits: Enjoy flexible working, generous holiday, and community volunteering opportunities.
- Other info: Great career growth potential in a supportive environment.
- Why this job: Be the first point of contact for tech support and make a real difference.
- Qualifications: Basic understanding of service desk activities and strong customer service skills.
The predicted salary is between 33750 - 41250 £ per year.
The Service Desk Administrator will be providing a high level of onboarding service to new employees joining the business, and processing employees leaving the business in a secure and professional manner, ensuring all access is restricted at the appropriate time. The role holder will be a first point of call for users seeking support in the business, providing triage and first-line technical support. They will also be responsible for stock management, asset management, hardware/software provisioning, and processing licensing requirements.
Key Responsibilities
- Coordinate the onboarding of new hires, ensuring they receive the correct equipment, system access and support for a smooth start.
- Manage the offboarding of leavers securely and promptly, ensuring access is removed and company equipment is recovered at the appropriate time.
- Process user account migrations accurately, minimising disruption and maintaining appropriate access throughout the transition.
- Procure stocked items in line with business requirements, agreed budgets and purchasing processes.
- Provision stocked items to users efficiently, ensuring equipment and software are configured and ready for use.
- Maintain the asset database to ensure records remain complete, accurate and up to date.
- Manage support tickets from initial receipt through to resolution or escalation, providing timely updates and meeting agreed service levels.
- Triage user queries and provide effective first-line technical support, resolving issues where possible and escalating when required.
- Support relevant projects by completing assigned activities, contributing technical knowledge and helping to deliver agreed outcomes.
- Conduct regular audits of the asset and mobile device management databases, investigating and resolving any discrepancies identified.
Skills, Knowledge & Expertise
- Good understanding of resolving routine, non-complex incidents, service requests, and tasks.
- Demonstrate a basic understanding of service desk activities by following the activities of experienced colleagues.
- Ability to follow standard operating procedures.
- Ability to provide and maintain a good standard of customer service for all support queries.
- Ability to support services, systems, and equipment within agreed SLA timescales.
- Organisational and prioritisation skills.
- Ability to support routine administrative activities and support project work.
Job Benefits
- Flexible Working: Balance your work and personal life with our flexible working options.
- Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
- Medicash & Critical Illness Scheme.
- Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
- Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
- Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
- Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
- Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
- Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.
Service Desk Administrator in Manchester employer: NCC Group
NCC Group is an exceptional employer that prioritises employee growth and development within the dynamic field of cybersecurity. With a strong emphasis on training, mentorship, and flexible working arrangements, employees can thrive in a supportive environment while collaborating with industry experts in vibrant office locations like London, Manchester, and Cheltenham. The company also offers generous benefits, including a substantial holiday allowance and community engagement opportunities, making it an attractive choice for ambitious individuals seeking a meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Administrator in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NCC Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NCC Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Administrator in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NCC Group:Your cover letter is your chance to shine! Tell us why you want to work at NCC Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NCC Group!
How to prepare for a job interview at NCC Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
