Service Desk Administrator

Job Overview

We are looking to hire a highly organised and customer-oriented Service Desk Administrator to aid in the daily functioning of our IT Service Desk. This role serves as the initial point of contact for user support queries, requiring management of inbound requests, liaison with field technicians, accurate record keeping, and ensuring clear communication with customers during the support lifecycle.

Key Responsibilities

• Act as the first responder for IT support inquiries via phone, email, and Microsoft Teams.
• Record, categorise, prioritise, and update support tickets through the Freshdesk platform or an equivalent IT Service Management (ITSM) tool.
• Regularly oversee ticket queues to ensure that incidents and requests are assigned timely and resolved within defined service levels.
• Coordinate schedules for on-site support with field technicians and facilitate communication between technical teams and end users.
• Provide users with timely updates on ticket status, expected resolution times, and outcomes, explaining technical matters in clear, non-technical language where suitable.
• Maintain comprehensive documentation of service desk activities, records, and administrative reports.
• Support general service desk operations including monitoring recurring issues, updating knowledge base articles, and aiding continuous service improvement practices.
• Escalate high-priority or unresolved issues to relevant technical teams and coordinate effective follow-up.

Required Skills and Experience

• Previous experience in a Service Desk, IT Help Desk, or similar administrative role within an IT setting.
• Proficient in Microsoft 365 tools such as Outlook, Word, Excel, Teams and other related Office applications.
• Familiarity with ITSM ticketing systems such as Freshdesk.
• Exceptional organisational skills with the ability to handle multiple tasks and priorities efficiently.
• Strong communication skills—both written and verbal—to effectively interact with technical staff and users without technical backgrounds.
• Customer service excellence, demonstrating professionalism, patience, and solution-oriented mindset.
• High accuracy and detail orientation in record keeping and documentation.
• Proactive problem solver with effective time management abilities.

Additional Information

The salary offered depends on whether the position is part-time or full-time hours.