Helpdesk Administrator

The Helpdesk Administrator is responsible for providing efficient first-line support to employees, managing helpdesk queries and requests, and ensuring that technical and administrative issues are logged, tracked, and resolved in a timely manner.

The role requires strong organisational and communication skills, attention to detail, and a customer-focused approach. The Helpdesk Administrator will work closely with internal departments and relevant technical teams to ensure a high standard of service and effective resolution of support requests., * Receive, log, prioritise, and monitor helpdesk queries and service requests.

• Provide first-line assistance to users with basic technical and system-related issues.
• Escalate complex or unresolved issues to the appropriate technical team or service provider.
• Follow up on outstanding requests to ensure they are resolved within agreed timeframes.
• Maintain accurate and up-to-date helpdesk records, tickets, and documentation.
• Assist with the coordination and administration of hardware, software, and IT service requests.
• Communicate clearly and professionally with users regarding the status and resolution of their requests.
• Identify recurring issues and escalate trends or potential system problems to the relevant team.
• Assist with maintaining helpdesk procedures, user guides, and standard operating procedures.
• Ensure that all support activities are carried out in accordance with company policies, procedures, and security requirements.
• Perform general administrative duties relating to the helpdesk and IT function as required.
• Provide reports or updates on helpdesk activity and outstanding issues when required., * Helpdesk requests are accurately logged, monitored, and resolved within agreed timeframes.
• Users receive professional, timely, and effective support.
• Helpdesk records and documentation are maintained accurately.
• Outstanding and escalated issues are followed up appropriately.
• IT and administrative processes are consistently followed.
• High levels of internal customer satisfaction are maintained.

• Previous experience in a helpdesk, IT support, administration, or customer service environment.
• Basic understanding of computer hardware, software, operating systems, and common IT issues.
• Proficiency in Microsoft Office / Microsoft 365 applications.
• Good written and verbal communication skills.
• Strong organisational and administrative skills.
• Excellent attention to detail and record-keeping abilities.

Key Competencies

• Customer service orientation.
• Problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to prioritise and manage multiple requests.
• Attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Time management skills.
• Professional and reliable approach.
• Ability to maintain confidentiality.
• Willingness to learn new systems and technologies.