Helpdesk Administrator - IT Services

About the Role

Our client is seeking an organized and efficient Helpdesk Administrator to manage the smooth operation of their IT support services in Edinburgh . This role involves coordinating helpdesk activities, managing support tickets, scheduling technician visits, and ensuring timely resolution of IT issues for internal staff. You will play a key part in maintaining efficient IT operations and supporting the technology needs of the organization. This position is ideal for an individual with strong administrative skills and a foundational understanding of IT support processes, who is looking to contribute to a stable team within a well-established company, providing essential support infrastructure.

Key Responsibilities

• Log, categorize, prioritize, and assign incoming IT support requests via the helpdesk system.
• Schedule and coordinate IT support tasks and appointments for the technical team.
• Monitor ticket queues and ensure adherence to service level agreements (SLAs).
• Maintain accurate records of hardware, software, and user accounts.
• Communicate effectively with end-users regarding ticket status and resolution.
• Assist with the onboarding and offboarding of user IT accounts and equipment.

Requirements

• Proven administrative experience, preferably in an IT helpdesk or technical support environment.
• Proficiency with helpdesk ticketing software and standard office applications.
• Good understanding of IT terminology and basic troubleshooting principles.
• Excellent organizational skills and attention to detail.
• Strong interpersonal and communication skills for liaising with staff at all levels.

Benefits

• Competitive salary with regular salary reviews.
• Office-based role located conveniently in Edinburgh .
• Company-provided IT equipment and software training.
• Pension scheme and health benefits.
• A structured work environment with clear career paths.