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For Companies At a Glance
- Tasks: Manage engineer schedules and support tickets, ensuring timely resolutions.
- Company: Join a dynamic team in Twyford, focused on IT support excellence.
- Benefits: Enjoy hybrid work options and a competitive salary of £27,000 - £28,000.
- Why this job: Be part of a supportive culture that values communication and problem-solving skills.
- Qualifications: Experience in IT support, strong communication skills, and a proactive mindset required.
- Other info: Optional paid on-call rotation after training; security clearance needed.
The predicted salary is between 22700 - 28000 £ per year.
Job Description
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.
Service desk administrator employer: Source4 Personnel Solutions
Contact Detail:
Source4 Personnel Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service desk administrator
✨Tip Number 1
Familiarise yourself with ITIL principles, as they are preferred for this role. Understanding these frameworks can help you demonstrate your knowledge of best practices in service management during any discussions.
✨Tip Number 2
Brush up on your communication skills, especially in a customer service context. Practising how to explain technical issues clearly and concisely will be beneficial, as you'll need to keep customers updated on ticket progress.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved issues under pressure. This will highlight your capability to handle the fast-paced environment of a service desk.
✨Tip Number 4
Be ready to discuss your organisational skills. Think of specific instances where you've managed multiple tasks or prioritised effectively, as this is crucial for coordinating engineer schedules and support tickets.
We think you need these skills to ace Service desk administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk or IT support roles. Emphasise your communication skills, problem-solving abilities, and any experience with scheduling or ticket management.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the responsibilities mentioned in the job description. Mention your proactive mindset and ability to work under pressure, as these are key traits for this role.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office and any ITIL certification you may have. If you have experience with IT infrastructure or network topology, be sure to include that as well.
Follow Up: After submitting your application through our website, consider sending a polite follow-up email after a week. This shows your enthusiasm for the position and keeps you on their radar.
How to prepare for a job interview at Source4 Personnel Solutions
✨Showcase Your Communication Skills
As a Service Desk Administrator, strong communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. You might be asked to explain how you would handle customer queries or provide updates on ticket progress.
✨Highlight Your Problem-Solving Abilities
Expect questions that assess your problem-solving skills. Prepare examples from your past experience where you successfully resolved issues under pressure. This will show your practical approach and ability to think logically.
✨Demonstrate Your Organisational Skills
The role requires excellent planning and organisational skills. Be ready to discuss how you prioritise tasks and manage your time effectively, especially in a fast-paced environment. Consider sharing specific tools or methods you use to stay organised.
✨Familiarise Yourself with ITIL Principles
While ITIL certification is preferred but not essential, having a basic understanding of ITIL principles can set you apart. Brush up on key concepts and be prepared to discuss how they apply to service desk operations and customer satisfaction.
