Helpdesk Administrator

About the Role

Our client is seeking a diligent and organized Helpdesk Administrator to manage their internal and external support requests in Reading . This role is crucial for ensuring the efficient operation of the helpdesk, managing support tickets, and coordinating with technical teams to resolve user issues. You will be the central point of contact for all helpdesk-related queries, requiring excellent organizational skills, attention to detail, and strong communication abilities. The ideal candidate is proactive, methodical, and committed to providing exceptional support services to our users and clients in Berkshire .

Key Responsibilities

• Manage and maintain the helpdesk ticketing system , ensuring all requests are logged and assigned appropriately.
• Prioritize and assign incoming support tickets to the relevant technical teams.
• Monitor ticket progress and ensure timely resolution according to service level agreements (SLAs).
• Communicate effectively with users to gather information and provide status updates.
• Generate regular reports on helpdesk performance, ticket volume, and resolution times.
• Assist in the development and maintenance of the helpdesk knowledge base.

Requirements

• Proven experience in an administrative , helpdesk, or support role.
• Proficiency in using helpdesk software and ticketing systems.
• Excellent organizational and time-management skills.
• Strong written and verbal communication skills.
• Ability to multitask and manage a high volume of requests effectively.
• Familiarity with IT support processes and best practices in Reading .

Benefits

• Competitive salary and benefits package.
• Full-time, on-site position in a convenient Reading location.
• Opportunities for training and professional development.
• Generous annual leave and pension contributions.
• A supportive and professional working environment.