IT Office Administrator


London, England

Work type:


Business sector:



£20000.00 - £25000.00 per annum

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Mag Dutka

Service Desk Administrator

Location: London (Fitzrovia)

Role: Permanent

Salary: £25,000


The Service Desk aims to provide outstanding Customer Support and IT Expertise.

The Service Desk Administrator (SDA) will work alongside the Service Desk Engineers as well as providing back up and support to the Head of Support

The Service Desk Administrator will be the first point of contact for all customer support issues and requests ensuring details of customer enquiries are recorded in tickets and assigned to engineers, or passed to the relevant department.

Main Duties and Responsibilities:

  • Actively promote Outstanding Customer Support responding to queries politely and efficiently.
  • Provide a timely response of external queries on the phone or by email.
  • Log issues on the Company systems and provide regular updates and feedback on progress.
  • Ensure all work is carried out as per client's SLA agreement.
  • Escalating IT issues to the most appropriate person as requested.
  • Assist in ensuring that all service agreements, delivery promises and performance standards are met, and client's expectations are managed.
  • Ensure all work allocated and completed is to the agreed company standards and procedures and logged as per the Company systems.
  • Supporting and resolving basic hardware, software, printing, telephony and mobile technology incidents and requests.
  • Setting up, configuring and installing authorised software on laptops and desktops.
  • Obtain a high level of knowledge of the ConnectWise PSA system, ensuring information is updated regularly, is accurately recorded and followed up on.
  • Performing basic administrative support duties, as required, to meet specific operational objectives.
  • Providing assistance and support to colleagues in office administration matters when requested.
  • To undertake suitable training as and when required in order to keep abreast of developments in technology.
  • Ensure all work allocated and completed is to the agreed company standards and procedures and logged as per the Company systems.
  • Comply with all legislation and internal policies as documented in netConsult's employee handbook including Data Protection, Computer Misuse/Security, Equal Opportunities, Management of Attendance and Customer Care.

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Experience in the IT Support industry, with any experience in the financial /MSP sector preferable.
  • Excellent written and verbal communication skills.
  • Problem solving abilities.
  • Experience of ConnectWise Automation Platform or similar support system.
  • Understanding of technology and support tools, techniques and the business cases for them
  • Results orientated, self-motivated with the ability to work in a fast moving environment to deliver the best possible services to clients.
  • Ability to work in and add value to a team through strong coordination and organisational skills, as well as being able to work independently and take initiative.
  • Work towards excellence and certification in technical specialisms.

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