Helpdesk Administrator - ML058

Job Summary

The helpdesk administrator will provide a pivotal role between the users and technical staff ensuring that all helpdesk queries are dealt with in a professional and prompt matter.

Main Responsibilities

• Answer all incoming helpdesk telephone calls, including the logging, prioritisation, classification, and escalations were needed;
• Updating all calls logged on the helpdesk in a proactive manner;
• Coordinating between the users and 2nd/3rd level support engineers regarding call resolution;
• Daily checks to confirm the serviceability of the IT environment;
• Unlocking / Creating / Modification of user accounts and groups;
• Gathering quotes for IT procurement, ordering hardware / software, goods received and all other duties around the purchasing of IT goods;
• Asset management of all IT hardware across the business;
• Basic troubleshooting, PC set-up, testing and moving.
• The above list is not exhaustive

Essential Criteria for application

• Demonstrable knowledge of Microsoft Office suite (2003/2010);
• Demonstrable knowledge of Windows Desktop (XP/7);
• FULL UK Driving licence (Manual).

Competencies & Skills

• Must have an excellent telephone manner, communication skills and customer facing ability;
• Will be physically fit as the job involves hardware movement;
• Strong interpersonal skills, with ability to develop strong relationships with the user base;
• Demonstrated strengths in quantitative analysis, and an ability to think creatively to achieve solutions;
• Demonstrated skills in adapting, multi-tasking and troubleshooting;
• Numerate, with the ability to use Microsoft Excel to a good level;

Hours of work

• Shift Rota – Early 0700-1530Hrs, Late 1000-1830Hrs Monday to Friday, and weekends \ evenings when required.

The Equality Act

• Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation

How to apply

Please email your CV and a cover letter to: [email protected]

Applications should include:

• The reasons you are applying for the post
• Why you believe you are a suitable candidate
• Any relevant qualifications or experience

Applications

Applications should include:

• the reasons you are applying for the post
• why you believe you are a suitable candidate
• any relevant qualifications or experience