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Service Desk Administrator

Location: Borough Green, Kent
Salary: £27,000 – £32,000 per year
Job Type: Full-time
Reports to: Chief Technology Officer (CTO)

About the role

We’re looking for a highly organised, customer-focused Service Desk Administrator to join our team in Borough Green, Kent.

This is an important role within our IT Managed Service Provider (MSP), helping to keep the service desk running smoothly and ensuring our customers receive an excellent level of service.

You’ll be the person keeping things moving behind the scenes — managing tickets, coordinating engineers, communicating with customers and suppliers, keeping records up to date and making sure nothing gets missed.

If you’re super organised, a great communicator and enjoy working in a busy technology environment, this could be a great opportunity for you.

What you'll be doing

Your day-to-day responsibilities will include:

• Managing and updating support tickets within our PSA/helpdesk system.
• Monitoring ticket queues and helping ensure requests are dealt with within agreed SLAs.
• Coordinating engineers, customers and third-party suppliers to keep issues moving.
• Chasing updates and making sure tickets contain accurate and useful information.
• Scheduling engineer appointments and managing onsite visits.
• Coordinating engineer diaries and customer bookings.
• Helping with resource planning and engineer allocation.
• Producing weekly and monthly service reports.
• Maintaining customer records, contracts, assets and service documentation.
• Assisting with hardware and software purchasing.
• Tracking deliveries and keeping customers updated on orders.
• Maintaining procurement and warranty records.
• Supporting customer onboarding and offboarding.
• Assisting the CTO with service levels, KPIs and service delivery.
• Helping identify recurring issues and areas where our processes can be improved.
• Providing administrative support for projects when required.

What we're looking for

You’ll ideally have previous experience in an administration, customer service, service desk, helpdesk or IT environment.

We're particularly interested in someone who is:

• Extremely organised and able to keep track of multiple tasks.
• Confident communicating with customers, engineers and suppliers.
• Highly detail-oriented and accurate.
• Comfortable working in a fast-paced environment.
• Able to prioritise and manage competing demands.
• Professional, approachable and customer-focused.
• Proactive and willing to take ownership.
• Calm under pressure.
• A strong team player with a positive attitude.
• Keen to learn and develop within the IT industry.

You should also be comfortable using Microsoft 365, including Outlook, Word, Excel and Teams.

Experience with a ticketing or PSA system such as Halo PSA, Autotask, ConnectWise or similar would be beneficial.

Previous experience working for an IT Managed Service Provider would be advantageous, but it's not essential.

An understanding of IT support terminology, SLAs, KPIs or ITIL principles would be useful, as would experience in procurement, licensing or vendor management.

Most importantly, we're looking for someone who is organised, reliable, professional and enjoys helping people.

Career progression

This role offers genuine opportunities to develop your career within our service delivery team.

As you gain experience, potential progression routes include:

• Service Delivery Coordinator
• Service Desk Team Leader
• Account Manager
• Service Delivery Manager
• Project Coordinator

Why join us?

This is a great opportunity to become an important part of a growing technology business and develop your career within the IT services industry.

You'll work closely with engineers, customers, suppliers and senior management, giving you excellent exposure to the different areas of an MSP and the opportunity to build valuable technical and commercial experience.

If you're someone who likes being organised, getting things done and making sure customers receive a great service, we'd love to hear from you.

Salary: £27,000 – £32,000 depending on experience.

Location: Borough Green, Kent. exceptional customer service every day!

Pay: £27,000.00-£320,000.00 per year

Benefits:

• Free parking
• On-site parking

Application question(s):

• Have you previously worked in a service desk, helpdesk, IT support, MSP or customer service environment?
• Have you used a ticketing/helpdesk/PSA system to manage support requests, customer queries or service tickets?
• Can you reliably commute to Borough Green in Kent 5 days per week?
• Can you undertake the requirements of the role comfortably?

Work Location: In person