Service Desk Administrator

Department: IT

Employment Type: Fixed Term Contract

Location: GBR Manchester Hardman Boulevard

Description

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 resolve routine, non-complex incidents, service requests, and tasks. This may include onboarding new starters, offboarding leavers, processing user account migrations, procurement of stocked items and mobile phones, providing software licenses and installing them.
• You demonstrate a basic understanding of service desk activities by following the activities of experienced colleagues.
• You know how to contribute to resolution of service desk requests.

• 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.