Helpdesk Administrator

An exciting new opportunity has arisen to work for an innovative, dynamic company in Fleet. They recruit for a Service Desk Administrator to join their busy team on a permanent basis. This would suit an applicant who has excellent organisational skills, able to communicate effectively both written and verbally with an excellent attention to detail. This company offers career progression and ongoing training and support.

Service Desk Administrator description:

To receive and log all incoming customer contacts into the Service Desk CRM System

To communicate effectively both internally and externally, providing updates to customers, engineers and third parties. To provide administrative support to the Service Desk function of the business

Answering calls taking down fault specific details and logging these as a ticket into the Service Desk CRM Application

Logging/Tracking support tickets that come in via emails

Assigning, managing and escalating tickets on to engineers and 3rd line support when required

Tracking all emails relevant to support tickets into CRM

Add updates to the tickets including tasks for site visits and phone calls

Log and manage faults with 3rd parties and follow up any outstanding tickets with them

Monitor automated alerts, logging and investigating if needed

Providing administrative support to the Service Desk function

Assist Service Desk Manager with process development & documentation

Assist with management of maintenance stock

Manage shipping of parts and components to and from site

Assist with the assignment of field engineers to tickets and communication to the clients

Management and tracking of faulty hardware requiring repair by our partners

Key Requirements:

Experience with Helpdesk or Customer Service

Understanding of basic help/service desk operations

Computer literate / Microsoft Office Applications

Good Communication Skills

Monday to Friday 8:30 to 5:30

Training and development

Employee benefits

Starting salary of £18,000-£22,000