Service Desk Administrator

We're working with a leading IT services provider who is looking for a motivated Service Desk Administrator to join their growing Field Services Operations team. This is a fantastic opportunity for someone who thrives in a fast-paced, collaborative environment and is eager to contribute to service excellence.

You'll be at the heart of supporting break-fix customers-handling incoming service calls, coordinating engineer schedules, arranging parts from stock or suppliers, and ensuring timely fault resolution. This is a hands-on role where you'll play a key part in delivering great customer outcomes and keeping services running smoothly.

The position reports directly to the Service Desk Manager., · Coordinate engineer scheduling, ensuring resources are allocated effectively

· Take ownership of support tickets, ensuring timely resolution and service standards are met

· Manage part requests, monitoring SLAs and arranging collections/deliveries as required

· Provide regular updates to customers regarding ticket progress and engineer visits

· Escalate issues appropriately to ensure swift resolution and customer satisfaction

· Support continuous improvement within the Service Desk team

· Previous experience in a Service Desk, IT Support, or fast-paced operations environment

· Excellent communication skills (verbal and written) with strong attention to detail

· Confident in delivering customer support over phone and email

· Strong organisational skills with the ability to prioritise and manage multiple tasks

· Proactive problem-solver with ownership and accountability

· Ability to perform under pressure and meet deadlines

· Basic understanding of IT infrastructure and networks

· Flexible approach to working shifts and potential on-call responsibilities

· Willingness to undergo (or already hold) Security Clearance

· ITIL certification (advantageous but not essential)

· Good Microsoft Office skills (Word, Excel, Outlook)

Personal Attributes

· Self-motivated with a positive, professional approach

· Able to work independently and use initiative

· Strong team player with a collaborative mindset

· Logical thinker with strong problem-solving ability

· Shifts would be either 07:00-15:30 or 10:30-19:00 Monday to Friday or 09:00-17:30 Saturday and Sunday.

· Rota would be either Tuesday to Saturday or Sunday to Thursday.

· Tuesday-Thurs staff would be in the office.