Helpdesk Administrator

About the Role

Our client is seeking an organised and diligent Helpdesk Administrator to join their operations team in Sunderland . This role is key to ensuring the smooth running of the helpdesk function, providing essential support to both internal staff and external customers. You will be responsible for managing incoming support requests, assigning tasks to the relevant technical teams, and maintaining the integrity of the helpdesk system. The ideal candidate will possess strong administrative skills, excellent attention to detail, and a commitment to efficient service delivery, contributing to a supportive and dynamic work environment in the North East of England .

Key Responsibilities

• Log, categorize, and prioritize all incoming helpdesk requests and incidents.
• Assign support tickets to appropriate technicians and monitor their progress to ensure timely resolution.
• Maintain and update the helpdesk knowledge base with relevant solutions and troubleshooting guides.
• Generate regular reports on helpdesk performance, key metrics, and recurring issues.
• Communicate effectively with users regarding the status of their support requests.
• Ensure adherence to established helpdesk procedures and service level agreements (SLAs).

Requirements

• Experience in an administrative or helpdesk support role.
• Proficiency with helpdesk ticketing systems and IT asset management tools.
• Strong organizational and time-management capabilities.
• Good understanding of IT terminology and common technical issues.
• Excellent communication skills, both written and verbal, with a patient approach.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Opportunities for training and certification in relevant ITIL or service desk practices.
• Hybrid working model offering flexibility between office and remote work.
• Access to employee wellness programs and resources.
• A welcoming team atmosphere in Sunderland .