Service Desk Administrator - Cambridge, United Kingdom - Marshall Group

Marshall Group

Verified Company

Cambridge, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Desk Administrator

Competitive salary, 27 days holiday increasing with service up to 30 days (option to buy /sell), pension contributions up to 9%, healthcare cash plan for you and your family and an extensive flexible benefit program
Opportunity for hybrid working once probation is completed
We are able to offer flexibility around hours and working patterns
Marshall, an independent, familyowned British company, proudly helping our customers move forwards since 1909

Our Business Information Support Team (BIS) have a new opportunity for a Service Desk Administrator to join the Service Desk Team at Marshall.

This role will see you problem solve and support the entire Marshall business in a varied role that will see you interface across a diverse and varied portfolio of organisations.

Your responsibilities in this role include:

Provide first point of contact for users across the businesses.
Provide technical support and advice; responding to incidents and service requests raised within the service desk.
Provide 1st line triage including investigation and diagnosis.
Resolve incidents and requests in line with SLAs while remaining compliant with security standards to the satisfaction of the customer.
Escalate incidents and service requests which cannot be resolved within the Service Desk, to other support teams or service desk manager.
Communicate with users and stakeholders regarding incident and service request progress. Ensuring that these communications are documented within the ticket.
Maintain a high degree of customer service and adherence to ITIL framework and principles.
Provide a professional and positive front of house interaction with customers and visitors to the department.
Ensure incidents and requests are logged with the appropriate level of detail, categorisation and prioritisation.
Provide advice and guidance on selection and use of equipment and software supported by IT including recommendations on training.
Support project activities as requested.
Create and maintain documentation such as the Asset Database, Knowledge Articles and procedures.
Stock level monitoring and reporting any shortages or demands to procurement team.
Able to work collaboratively with colleagues or independently with limited supervision.
Able to develop relationships with internal and external stakeholders, to provide a first point of contact for team/department at Marshall.
Effective communication to be able to liaise with colleagues in other departments to exchange information, clarify facts and resolve queries.
Confident to provide feedback on the quality and efficiency of established work processes/instructions in own area of work to support the delivery of a consistent, highquality service to colleagues, customers and stakeholders.
Follow all relevant policies, procedures and instructions so that work is carried out in a controlled and consistent manner and to ensure compliance with all legal and regulatory requirements.
Strong problem solving skills and ability to learn.
Strong communication both written and verbal. With the ability to deal with a variety of stakeholders across the business.
Experience working with
Windows operating systems in a business environment
Microsoft Office suite
Apple mobile devices
Basic understanding of networking
IT support tools (ITSM, remote control, asset management, AD (active directory)