Vacancies

The Role

The Service Desk Administrator is responsible for supporting the day-to-day operation of the Service Desk, ensuring that support tickets, customer requests, contracts, and administrative processes are managed efficiently and accurately. The role acts as a key coordination point between customers, engineers, suppliers, and account managers to help ensure service levels are achieved and excellent customer service is delivered at all times.

This role is ideally suited to an organised individual with excellent communication skills, super organised and who enjoys working in a fast-paced technology environment.

Key Responsibilities

Service Desk Administration

• Log, update, and manage support tickets within the PSA/helpdesk system.
• Monitor ticket queues and ensure tickets are assigned appropriately and actioned within agreed SLAs.
• Chase customers, engineers, and third parties for updates where required.
• Ensure all tickets contain accurate notes and relevant information.
• Assist with ticket auditing and quality control.

Scheduling & Coordination

• Schedule engineer appointments and onsite visits.
• Coordinate field engineer diaries and customer bookings.
• Liaise with suppliers and third-party vendors regarding support issues and service requests.
• Assist with resource planning and engineer allocation.

Reporting & Documentation

• Produce weekly and monthly service reports.
• Assist in compiling customer account review information.
• Maintain service documentation, procedures, and customer records.
• Ensure customer contract and asset information remains up to date.

Procurement & Administration

• Assist with hardware and software ordering.
• Track deliveries and update customers on order progress.
• Maintain procurement and warranty records 

Service Delivery Support

• Support the CTO in achieving SLA and KPI targets.
• Identify recurring issues and administrative bottlenecks.
• Assist with customer onboarding and offboarding activities.
• Support project administration where required.

Key Performance Indicators (KPIs)

The Service Desk Administrator will be measured against:

• Ticket administration accuracy.
• SLA compliance support.
• Customer satisfaction scores.
• Ticket update and communication standards.
• Reporting accuracy and timeliness.
• Procurement and order processing efficiency.
• Internal documentation compliance.

Essential Skills & Experience

• Previous administration experience within a service desk, helpdesk, MSP, or customer service environment would be beneficial.
• Excellent organisational and time management skills.
• Strong written and verbal communication skills.
• High attention to detail.
• Ability to prioritise workload and manage multiple tasks simultaneously.
• Competent with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Experience using ticketing or PSA systems (such as HaloPSA, Autotask, ConnectWise, or similar).
• Professional and customer-focused approach.

Desirable Skills & Experience

• Previous experience working within an IT Managed Service Provider (MSP).
• Understanding of IT support terminology and service desk processes.
• Knowledge of SLAs, KPIs, and ITIL principles.
• Experience of procurement, licensing administration, or vendor management.

Personal Attributes

• Customer-focused and approachable.
• Reliable and dependable.
• Proactive and self-motivated.
• Excellent attention to detail.
• Strong team player.
• Positive attitude with a willingness to learn.
• Able to remain calm under pressure.

Career Progression

This role offers progression opportunities into:

• Service Delivery Coordinator
• Service Desk Team Leader
• Account Manager
• Service Delivery Manager
• Project Coordinator

Salary

Subject to experience and qualifications, please state salary expectations when applying.

Reporting to

CTO – Chief Technology Officer

Role & Location

Office based, Borough Green, Kent