Job Title: MSP Helpdesk Administrator
Location: Newbury
Salary: £16,000 – £20,000 per annum
Job Type: Permanent, Full Time (9:00 – 17:30)
As a Client and Tech focused MSP, Netteam tX have a new opportunity for a technically focused person looking to move their career onto the next level. Due to our commitment of delivering high level solutions to our expanding range of clients, we are looking for a 1st Line IT Technician to join our busy and thriving Helpdesk team.
With Offices in Newbury and Manchester as well as a team of field engineers working out of London, you could become part of this dynamic team, supporting a range of high-end Corporate clients and Hotel.
About the role:
Are you interested in pursuing a role within the IT Sector, but feel you lack technical knowledge and experience, then look no further! Due to continued growth, Netteam tX are currently recruiting for a Helpdesk Administrator to join the expanding Helpdesk Team at our Head Office in Newbury.
Reporting to the Helpdesk Manager, you will effectively take calls and manage the allocation of IT support tickets to the Helpdesk Team, ensuring that any responses do not fall outside of SLA.
The successful applicant will play a pivotal role in monitoring ticket activity and distribution of these across the team, as well as ensuring they do not fall outside SLA’s.
Key Duties:
- Demonstrate excellent customer service skills to include: building rapport and trust, conflict management, influencing and reinforcement techniques
- Act as first point of contact to clients reporting system issues
- Record all key information of any incident into an internal CRM Platform
- Allocation of tickets for the wider Team to respond and resolve issues
- Monitor ticket allocations against SLAs to help ensure all are responded to accordingly
- Support the Helpdesk Manager by running weekly, and monthly reports
- Creation of technical diagrams (training will be provided)
- General admin support to the Helpdesk Manager
- Excellent attention to detail and first-class organisation skills.
About you:
- Courteous and professional individual
- Ability to communicate via telephone clearly and confidently or in writing
- Team player
- Positive attitude & keen to learn
- Ability and an interest to learn new systems and technologies
- Organised and able to prioritise tasks
- Solution driven
- Minimum of 5 GCSEs at grade 4/C or above, including English and Maths (or equivalent qualifications) preferred
- IT/Technical knowledge would be desirable.
The team work together in an open plan office with an informal atmosphere. A collaborative approach is always encouraged, and we make it a fun and productive workplace.
The entire team are provided with a number of development opportunities and are provided with many ways to learn and achieve new skills. We have Offices in Newbury and Manchester as well as a team of field engineers working out of London and you could become part of this dynamic team, supporting a range of high-end Hotels and Corporate clients.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with experience of: IT Admin Support, Trainee Helpdesk, Trainee IT Support Analyst, Junior Support technician may also be considered for this role.
