14 May 2019

Service Desk Administrator

Ref 32394

IT specialists have a new opening for a Service Desk Administrator, requiring excellent organisation skills, good communication and customer service skills.

The aims and objectives of the role are to provide a single (informed) point of contact for customers, and facilitate the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities.

The service desk functions include:

  • Receiving calls, first-line customer liaison
  • Recording and tracking incidents and complaints
  • Keeping customers informed on request of status and progress
  • Making initial assessment of requests, attempting to resolve them or refer them to someone who can
  • Monitoring and escalating issues relative to the appropriate contract
  • Identifying problems
  • Dealing with timesheets for outsourced staff, chasing and checking that they are correct
  • Monitoring the service call and job backorder daily
  • Arrange dates and times to ensure monthly, quarterly health checks and other regular jobs are completed each month.  

The service desk is open from 08.00 - 17.30 so the Administrator will require some starts at 08.00 to 16.30 or alternatively 09.00 to 17.30 with an hour for lunch.

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