Service Desk Administrator

Workplace IT is a Managed Service Provider (MSP) supporting large, compliance focused Health and Social Care organisations across the UK., We are seeking a highly organised, detail focused Service Administrator to manage incoming support tickets received by phone and email. You will log each request in our service desk system, ensure all information is accurate, schedule the work to the next available engineer, and adjust the schedule as engineering demands change., Answer incoming support calls and monitor shared support email and Teams channels. Log all new tickets accurately in the service desk system. Ensure required information is complete, accurate, and correctly categorised. Schedule tickets to the next available engineer following defined workflows. Adjust engineer schedules as work progresses and priorities change. Call customers and send updates with clear, professional communication. Monitor ticket progress and flag any concerns to the Service Improvement Manager. Support daily routines for ticket accuracy, SLA checks, and schedule housekeeping.

Do you have experience in Organizational skills?, Strong organisational skills and attention to detail. Clear and confident communication, both on the phone and in via email. Ability to follow structured workflows and maintain accuracy under pressure. Comfortable managing multiple tasks and fast shifting priorities throughout the day. Reliable, consistent and able to work independently when remote. Confident using IT systems, email and scheduling tools. A calm, professional approach when speaking with customers and engineers. Previous administrative and customer service experience would be beneficial, * Service Administration: 1 year (required)

• Email (Outlook) and Microsoft Teams: 1 year (required)

Salary | Circa £25,000 per annum. Hours: 9:00am to 5:30pm Monday to Friday (one hour for lunch). 25 x Days Holiday plus UK Bank Holidays. Contributory Pension Scheme. Health Insurance. Hybrid Working. Modern Office environment with free parking. Laptop and Home Working IT Equipment.

Hybrid Working: Month 1 | 5 x Days Per Week King's Lynn Office Month 2 | 4 x Days Per Week King's Lynn Office Month 3 | 3 x Days Per Week King's Lynn Office Months 4 to 6 | 2 x Days Per Week King's Lynn Office

After the six-month probation, the role continues with one fixed office day per week, with the flexibility to work from home on the remaining days subject to consistent performance and business needs.

Occasional additional office days may be required for training or team collaboration and customer meetings.

Job Type: Full-time

Pay: £25,000.00 per year

Ability to commute/relocate:

• King's Lynn PE30 5BY: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you happy to regular contact people by telephone to confirm information and provide updates?
• Are you comfortable with the initial and long term hybrid working policy?