IT Service Desk Administrator

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As IT Service Desk Administrator you will be responsible primarily for managing incoming tickets, assigning them the correct priority based on ITIL principles and then assigning them to the correct team member. You will manage queues to make sure incidents are correctly distributed through the team and that we give an excellent level of service to our support customers.Client DetailsMichael Page are delighted to have partnered with a leading social housing organisation based in Manchester to support them with the recruitment of an IT Service Desk Administrator.DescriptionWhat you'll be doing:As IT Service Desk Administrator you will be responsible primarily for managing incoming tickets, assigning them the correct priority based on ITIL principles and then assigning them to the correct team member. You will manage queues to make sure incidents are correctly distributed through the team and that we give an excellent level of service to our support customers.Key Responsibilities:To manage call queues and make sure tickets are prioritised correctly.To assign tickets to the relevant teams and individuals and ensure workloads are balanced.Provide relevant reporting when required.To proactively spot incidents with a significant business impact and ensure they are handled in a timely manner.To make sure process like category, ticket merging, problems etc. are carried out correctly.To manage the Service Desk mailbox and escalate third party emails as neededWorking with our procurement team, facilitate the ordering of hardware.To assist in the co-ordination of equipment, for training sessions, presentations etcTo undertake any other reasonable duty as requiredProfileKey Skills & Experience:Excellent general PC skills including use of full range of Microsoft Office.Good knowledge of a ITSM system - Freshservice desirableExperience working on or with a Service desk.A working knowledge of ITIL and associated incident management processesGood prioritisation skillsAbility to complete tasks in an accurate and timely manner when working under pressureExcellent organisational skillsAttention to detailGood written and verbal communicationEffective liaison with staff/other stakeholders to give information/find information/resolve problemsOrganisation and ability to time-manage work loadAble to deliver a high standard of customer serviceJob OfferSalary:£20,000 - £22,000 per annum