1st Line Helpdesk Administrator

3 weeks ago


Swadlincote, United Kingdom SF Recruitment Full time

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.


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