Service Desk Administrator

Job Title: 

Service Desk Administrator

Reporting to:

Service Desk Manager

Location:

Ash (Kent) - Hybrid working with 2-3 days in the office per week

Hours of Work:

37.5 per week

(shift pattern shifts 8.30 – 17.00, 9.00 – 17.30, 9.30 – 18.00)

Reward Package:

- 25 days annual holiday + Birthday off in addition and option to buy/sell additional 5 days

- Growth Opportunities – Continuous learning and career development opportunities

-Company Pension Scheme

-Private medical Cover

-Life Assurance

-Extensive non-taxable benefits

The role:

Reporting to the Service Desk Manager you will be part of a team responsible for the logging, resolving or escalation of all requests to the IT Service Desk, ensuring that all incidents, requests and problems are resolved within targeted service levels.

The Service Desk is a busy and stimulating working environment and your focus is providing customers and colleagues with the best possible level of service. This role will suit someone who is confident with speaking to customers on the phone and is looking to build a career in IT

Responsibilities:

You will work with the Service Desk Coordinator and Service Desk Manager to ensure the smooth running of Service Desk and Service Support Teams.

You'll play a key role in supporting incident and request management processes and in coordinating regular operational tasks. Your efforts will help ensure effective resource utilisation across first, second, and third-line Resolver Teams as they deliver across incident, service request, monitoring, and project workstreams.

In addition, You’ll also support our external consumer clients through our security advice line, offering guidance and reassurance in situations such as suspected account compromise, unusual online activity, or potential malware infections.

• Ensure the effective logging, categorisation, prioritisation and escalation of all service requests within SLA
• Support the Service Desk Team to ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Ensure that all contacts with the service desk are recorded using the service desk toolset and set correct priority of all incidents/requests using impact and urgency assessment.
• Escalate incidents/requests to the appropriate team as required
• Provide advice to customers in relation to the provision of support during the resolution/escalation of incidents
• Assist in the update/tracking and closure of incident tickets using service desk tools
• Provide support and a point of escalation for: Service Desk; Service Support; Managed Detect and Response; Technical Resolver teams; Project delivery teams
• Support the team to achieve and exceed relevant SLAs, OLAs and KPI's
• Identify and escalate any potential breach of service level or risk, supporting the Service Desk Team to resolve identified issues
• Internal Monitoring
• Manage equipment issue and recovery as part of starters and leavers processes
• Manage Vulnerability reporting

Providing Cyber SOS support — helping customers identify if they’ve been hacked or compromised – (Training will be provided)

To be awesome in this role:

You will have some experience of scheduling and call handling in a customer focused contact centre / call centre environment and be keen to develop your skills. You will enjoy working with people, be customer focused and able to juggle tasks in a busy workplace while building honest, transparent, trusting relationships within the team, with colleagues and with our customers.

You will:

• Have an excellent telephone manner with good attention to detail
• Be used to calmly working with others to assist with prioritising, escalating and communicating in dynamic situations
• Be curious and adaptable, tactful and diplomatic
• Have a basic working knowledge of word, excel
• Have experience of following processes
• Someone who enjoys troubleshooting and explaining tech in a simple, helpful way
• Confident communication skills, especially over the phone
• An interest in cybersecurity and how to stay safe online
• Previous customer service experience is helpful, but not essential

Our Purpose:

The Cyberfort Group is a community of 150+ passionate people united by one overall mission... to make the world safer, one business at a time. We are the "one-stop shop" for all things cyber and are working to build a centre of excellence for our customers by building an amazing place to work, learn and develop for our people.

We work with a diverse range of clients, including large Governmental departments as well as other public sector organisations and businesses within the private sector. We're growing our business and our team through our continuous investment in developing technology and cyber capability; we aim to deliver innovation to our customers as fast as possible. Whether it's AI-driven ML-based threat intelligence or rapid start hybrid Cloud; our goal is to implement solutions that make us stand out in the market.

If that sounds like you, we'd like to see......

• Your CV
• A Cover Letter, explaining a little more about you, your skills and why you're interested in a career with the Cyberfort Group.

To apply, submit a copy of the above by hitting the "apply for this job" button.

Find your place at the Cyberfort Group - We are a diverse and inclusive workplace that promotes a sense of belonging allowing all of our people to bring their whole selves to work every day.

We are a Disability Confident Employer