Help Desk jobs in West Midlands Region

EPW1

Group Head of ICT Infrastructure

As a key member of the Group ICT Infrastructure team, the ICT Service Desk Administrator provides first-line triage, coordination, and administration of service desk activities.

The role ensures all incoming requests are logged accurately, prioritised effectively, and assigned correctly, while supporting procurement processes and maintaining hardware/software inventory across the organisation.

This position is essential in delivering a high-quality user experience and ensuring efficient ICT operations through proactive ticket management, stock handling, and administrative support.

General

• Adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality.
• Work positively to develop and foster good working relationships with colleagues and contracted personnel to maintain a culture of mutual respect and dignity.
• Represent the organisation in a positive way as to avoid the damage of corporate image or bringing the company into disrepute.
• Promote and display the Epwin Core Values.

Service Desk Administration

• Act as the first point of triage for all incoming ICT incidents and service requests.
• Ensure all tickets are accurately logged with sufficient detail, correct classification, and appropriate priority.
• Assign tickets to the correct divisional support groups or escalate where necessary.
• Monitor ticket queues to maintain SLA compliance and proactively chase updates when required.
• Provide users with updates on request progress, ensuring clear communication and customer satisfaction.
• Identify recurring issues and escalate trends to Group Head of ICT Infrastructure for review.
• Assist in creating and updating Service Desk knowledge base articles, FAQs, and user guides.

Procurement & Stock Management

• Manage the end-to-end procurement process for ICT hardware, software, and peripherals.
• Raise purchase orders, liaise with approved suppliers, and track orders through to delivery.
• Maintain up-to-date stock levels for hardware, consumables, and critical spares at relevant sites.
• Issue equipment to users and ensure all assets are recorded in the organisation’s asset management system.
• Monitor licensing allocations and renewals, ensuring compliance with vendor requirements.
• Assist with the lifecycle management of ICT assets, including receiving, registering, retiring, and disposing of equipment in line with policy.

Technical & Operational Support

• Provide basic first-line support where appropriate (password resets, account unlocks, simple troubleshooting).
• Ensure adherence to ICT security policies when issuing equipment, software, or access rights.
• Support onboarding and offboarding processes regarding equipment allocation and returns.
• Assist with administrative tasks for ICT audits, inventory checks, and compliance activities.
• Work collaboratively with technical teams, escalating issues requiring higher-level expertise.

• Experience working within an IT ServiceDesk or administrative support environment.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Excellent communication skills, both written and verbal.
• Familiarity with ITIL-aligned service desk processes (incidents, requests, triage).
• Basic understanding of IT hardware, software, and peripheral equipment.
• Experience with procurement processes and supplier interaction.
• Capable of maintaining accurate records, stock systems, and asset registers.
• Customer-focused approach with a commitment to high-quality service.
• Proficiency with Microsoft 365 applications (Excel, Outlook, Teams, Word)

• Service Desk tickets triaged and assigned within agreed timeframes.
• Accuracy of ticket logging, categorisation, and prioritisation.
• Procurement requests processed promptly, and stock levels maintained effectively.
• Positive feedback from users, peers, and management.
• Adherence to service level agreements and operational procedures.
• Contribution to continuous improvement of ServiceDesk processes.

• Organised & Detail-Focused - Able to manage information accurately and work methodically.
• Customer-Centric - Approachable, helpful, and committed to positive user experiences.
• Action-Oriented - Able to manage workload efficiently and respond to changing priorities.
• Strong Communicator - Clear, professional, and confident in all forms of communication.
• Collaborative - Works well within team environments and builds positive relationships.
• Integrity & Trustworthiness - Handles information and assets responsibly and ethically.
• High Standards - Takes pride in delivering quality work and maintaining accurate records.