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Service Desk Administrator - IT Services

Job Title Service Desk Administrator - IT Services
Location Technopark
Type of Contract Full Time Permanent

The Service Desk Administrator will be the single point of contact between the Alamy IT Service team and the end users for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.

Your responsibilities involve (not limited to) the following –

Incident Management Support

  • Serve as the first point of contact for customers reporting issues and other technical assistance
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Own change management and incident review meetings
  • Work with other resolver group to improve the processes of Incident Management and request fulfilment
  • Communicate with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications

Incident Logging and Categorization

  • Proactive response to alerts and event through monitoring systems
  • Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution
  • Maintain an accurate and up-to-date log of each incident that is reported, including the category/type of incident
  • Organize and prioritize incidents based on the level of disruption that they cause
  • Properly allocate the resources to the handling of the most critical incidents.

Incident Resolution

  • Follow-up for customer updates and record the information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Escalate, if needed, unresolved problems to a higher level of support
  • Identify and suggest possible improvements to procedures
  • Resolve the incident on the first call and restore service as quickly as possible whenever/wherever its applicable
  • Should be able to understand the problem and find the right expert that can provide a timely resolution
  • Close resolved incidents, requests, and other calls

Handling of Major Incidents

  • React by rapidly escalating the issue, recruiting 2nd/3rd-level support if needed and issuing timely communications and status updates to users/Incident Manger/to the business
  • Ensure the availability of the Major incident records

Incident Management Reporting

  • Review events, problem management, major incident records, and the incident resolutions
  • Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware
  • Conduct the incident review meetings
  • Report repeated incidents to the problem management team for root cause analysis
  • Recommend improvements based on Incident and alerts trends

Key Internal Contacts

  • All staff, including UK, US, India and Australia
  • IT teams in UK and India
  • Development/Project team in UK and India

Decision making

  • Responsible for daily workflow in accordance with priorities
  • Escalate to IT Services Manager complex problems or incidents

We’re looking for someone with:

Technical skills

  • Proven experience as a help desk technician or other customer support role or tools
  • Excellent time management aids and should be able to set priorities when covering multiple issues
  • Good understanding of computer systems, PC repair, and network management, remote support tools
  • Ability to deploy, configure, and support operating systems on desktops. is a plus
  • Basic knowledge of AD, Remote Desktop Services, Office 365, Windows 10, etc is a plus
  • Ability to diagnose and resolve basic technical issues is a plus
  • Basic knowledge of IT security

Personal skills

  • Passionate about IT and how technical solutions add value to the business
  • Good written and spoken English with the ability to effectively communicate with all areas of the business
  • Relishes the challenge of complex problem solving
  • Adaptable and happy to get involved in all tasks
  • Enjoys understanding and keeping ahead of new technologies
  • Customer oriented and cool tempered

Want to know more and think you’ll fit in? Let us know by applying today!

We will be considering candidates as they apply, so please don’t delay in submitting your application.