Service Desk Administrator
We are seeking a Service Desk Administrator to join our dynamic Systems team. This role offers an exciting opportunity to work in a fast-paced IT environment, providing essential support to ensure the smooth operation of critical systems.
Key Responsibilities
* Provide first-line IT support as part of the Service Desk team.
* Monitor the helpdesk ticketing system, prioritising and categorising tickets effectively.
* Resolve issues where possible or escalate complex queries appropriately.
* Carry out daily system maintenance tasks and health checks.
* Support the administration and maintenance of core IT systems (CBO & OBO).
* Monitor system alerts and escalate issues as needed.
* Assist with updating and maintaining IT documentation, including SOPs and network diagrams.
* Escalaate tickets approaching SLA thresholds and coordinate with third-party suppliers.
* Collaborate with the Service Delivery Manager to manage high-priority incidents.
* Participate in an on-call rota and provide occasional out-of-hours support when required.
Requirements
* 2+ years of experience in a help desk or IT operations role.
* Strong analytical and troubleshooting skills with attention to detail.
* Experience working with IT service management tools (SolarWinds, ServiceNow preferred).
* Proficiency in Windows operating systems, Microsoft Office 365 Admin Center, Power BI, and Azure.
* Good knowledge of networking and personal computer hardware.
* Understanding of ITIL framework and IT service management best practices.
* Strong communication skills with the ability to engage with stakeholders at all levels.
* Experience in ISO 27001 and ISO 20000 compliance is a plus.
* Prior experience in the transportation or electronic tolling industry is advantageous.
About Us
This is an excellent opportunity for an IT professional looking to grow within a forward-thinking company that values collaboration and technical excellence.