1st Line Helpdesk Administrator

1st Line Helpdesk AdministratorDerbyshirePrimary Purpose of the Role:

Reporting into the Helpdesk Manager, you will provide first-line support for users of the company's IT infrastructure. Escalate complex issues to the IT Helpdesk Manager as needed. Key Responsibilities:

• Respond to IT support requests, log incidents, and prioritize them using the Business Systems helpdesk software.
• Ensure understanding and correct usage of the helpdesk system.
• Provide troubleshooting, diagnosis, and resolution for IT incidents to ensure minimal disruption to users.
• Support users in following IT security best practices and assist Infrastructure Engineers with related investigations.
• Help with the acquisition, installation, and maintenance of IT hardware and software.
• Offer guidance on user training needs and equipment requirements.
• Conduct regular visual inspections of server rooms and critical hardware.
• Collaborate with Infrastructure Engineers on various projects.
• Create and maintain procedural documentation in line with company policies.
• Contribute to the ongoing development of the Business Systems Department.

Key Performance Indicators:

• Effective triaging and management of IT incidents.
• Prompt resolution of assigned issues
• Accurate and thorough documentation.
• Successful achievement of objectives set during annual appraisals.