Service Desk Administrator

at  north tech1

Overview:
North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. And we focus our expertise on working in four specialist sectors: public service, enterprise, financial services, and defence & justice.
Our people are industrious and inventive. We collaborate closely with our clients to understand their unique needs and challenges and take pride in delivering impactful solutions that make their environments better connected, simpler to manage, safer to be in, and more efficient to run.
The work we do at North is pioneering and fun. We build meaningfully, we think bigger and we always advance. Our diverse range of customers and services make every day different. We always look at things from the customer’s point of view. Our values are know your craft, know your colleagues, know your customers and know how to connect. At North, we know and value the power of connecting people, skills and technologies in new and exciting ways.
Responsibilities:

As Service Desk Administrator you will be responsible for:

• Logging of customer reactive support calls / planned preventative maintenance
• Liaising with clients throughout the duration of a call to ensure a prompt resolution
• Ensuring client service level agreements are met including response times and other KPIs
• Scheduling of reactive and planned works to field technicians
• Ticket management within North’s Service Management Platform Autotask
• Allocation of work / jobs to service engineers
• Monthly reporting of calls logged
• Providing excellent customer service to North’s supported clients
• General department administration

This role also involves the following

• Provide escalation route for SLA matters
• Monthly reporting of department performance to Service Delivery Manager
• Monthly invoice information preparation

Qualifications:

For development purposes the following knowledge, skills and experience are required.

• Excellent organisation skills
• Superior multi-tasking skills
• Ability to work within fast moving team
• Excellent communication skills both written and verbal
• Polite and professional customer service
• Experience in use of Autotask PSA where possible

North rewards employees with a competitive market salary and an excellent benefits package and offers fantastic opportunities for progression throughout the company. Further details of package on offer will be discussed at application stage. North is an equals opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees

As Service Desk Administrator you will be responsible for:

• Logging of customer reactive support calls / planned preventative maintenance
• Liaising with clients throughout the duration of a call to ensure a prompt resolution
• Ensuring client service level agreements are met including response times and other KPIs
• Scheduling of reactive and planned works to field technicians
• Ticket management within North’s Service Management Platform Autotask
• Allocation of work / jobs to service engineers
• Monthly reporting of calls logged
• Providing excellent customer service to North’s supported clients
• General department administratio

This role also involves the following

• Provide escalation route for SLA matters
• Monthly reporting of department performance to Service Delivery Manager
• Monthly invoice information preparatio

For development purposes the following knowledge, skills and experience are required.

• Excellent organisation skills
• Superior multi-tasking skills
• Ability to work within fast moving team
• Excellent communication skills both written and verbal
• Polite and professional customer service
• Experience in use of Autotask PSA where possibl