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Job Title:Service Desk Administrator
Location:Ash (Hybrid working model)
Hours of Work:37.5 hours per week. (shift pattern shifts 8.30 17.00, 9.00 17.30, 9.30 18.00)
Reward Package
£24,000 - £26,000 DOE
25 days annual holiday + Birthday off in addition and option to buy/sell additional 5 days
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 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 will support the incident and request management processes and schedule project and regular tasks to ensure effective resource utilisation across first, second and third-line Resolver Teams as they deliver against incident, service request, monitoring and project workstreams.
Ensure the effective logging, categorisation, prioritisation and escalation of all servicerequests 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
Handle calls from clients as part of Cyber Advice Service (full training provided)
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
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.
About you:
Have an awareness of the importance of scheduling and task management to support scheduled changes and project delivery
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
About Us
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
Find your place at the Cyberfort Group -Our vision is to bring together technology, people, expertise, facilities and leaders in Cybersecurity to create capability that is second to none. We aim to create a workplace that leverages the expertise of people from a diverse range of backgrounds that are to be themselves, are celebrated for thinking differently and work together as one team.
We know that a one size fits all approach to our recruitment and selection practices will not allow us to reach some of the incredible people that are out there and its common practice for us to make adjustments. When you apply to work for us please let us know if theres anything we can do to allow you to showcase your skills and talents to the best of your ability.
