Helpdesk Administrator

About the Role

Our client is recruiting a detail-oriented Helpdesk Administrator to join their team in Portsmouth . This role is crucial for ensuring the smooth operation of the helpdesk function, managing incoming support requests, and coordinating responses. You will be the first point of contact for technical and service issues, providing efficient support and escalating problems as needed. The ideal candidate thrives in an organized environment, possesses strong administrative skills, and is committed to providing excellent support services within the office premises.

Key Responsibilities

• Log, categorize, and prioritize incoming helpdesk tickets using the ticketing system.
• Provide first-line technical support and troubleshooting for common issues.
• Assign tickets to the appropriate support personnel or teams for resolution.
• Maintain accurate and detailed records of all helpdesk activities and resolutions.
• Generate regular reports on helpdesk performance and trends.
• Ensure all customer service level agreements (SLAs) are met for ticket resolution.

Requirements

• Previous experience in an administrative or helpdesk support role.
• Familiarity with IT support ticketing systems and basic troubleshooting techniques.
• Excellent organizational and time-management skills.
• Strong communication skills, both written and verbal.
• Ability to work effectively within a team and manage multiple tasks concurrently.
• A proactive approach to identifying and resolving issues.

Benefits

• Competitive salary commensurate with experience.
• On-site working role located in Portsmouth .
• Comprehensive training and opportunities for skill development.
• Pension scheme and holiday allowance.
• A positive and supportive workplace culture.