IT Service Desk / Helpdesk Technical Administrator

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Helpdesk Technical Administrator required to join a Microsoft Gold Partner Herts/Middlesex/North London borders EN6.

The role

As a Helpdesk Technical Administrator, you will maintain and promote an environment that allows the technical team to operate efficiently and provide quality support to our clients. You will actively seek, identify and implement improvements to processes to ensure we remain competitive and efficient

What you'll need

- Experience of supporting a helpdesk ideally within a network consultancy environment

- Prioritise and manage Technician's workload, ensuring tasks are completed accurately in a timely manner.

- Plan resources to ensure that the Service Desk has sufficiently covered.

- Monitor quality of work against agreed performance criteria.

- Conduct regular coaching, review, feedback and briefing sessions.

- Identify team training requirements.

- Prepare client quotes for repeat and consumable items

- Manage client support contracts and renewals

- Reconcile sales invoicing and applicable costs

- Maintain records including contact list, hardware and software inventory, and support and recurring service items

- Provide daily reports and metrics

- Maintain and monitor internal document management system

- Maintain appropriate technical documentation and user guides

- Assist in on-going development of internal systems including helpdesk, document management, sales, HR and finance systems

- Maintain company accreditation requirements

- Handle customer feedback

- Ability to provide 1st or 2nd level support to clients would be a bonus, but not essential.

About you

You will be organised with an ability to prioritise your workload and use your initiative. You'll need a proactive approach and a keen eye for detail, able to resolve problems quickly and communicate your findings to people of all skill level.

The company

Established since 2000, they provide outsourced IT Services to small and medium sized businesses around London and the South East. The services offered include IT support, implementation, hosting and cloud based services and business software implementation services. The company has an enviable client retention record due to the quality of service provided.

Why work for them?

The company invests in its staff to make sure they are suitably qualified by way of a structured training and qualification procedure. Individual progression is encouraged by way of offering more responsibilities to individuals and you will benefit from 2 reviews in the first year. In addition to career progression, you will also be rewarded with an excellent salary package, 4 weeks holiday and medical cover after 2 years of employment.