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Service Desk Administrator

4 months ago

Chandler's Ford Hampshire, United Kingdom Unilink Full time

Unilink Software is a fast-growing, international company and the leading provider of innovative, award-winning software solutions for the criminal justice sector. Our mission is to empower governments and businesses around the world to effectively secure their operating environments, intuitively manage their data, become more efficient, and foster a culture of rehabilitation.

Our purpose is to create technologies that people can rely on so that justice systems work well. We foster a culture of continuous improvement, innovation and excellence. We care about our staff, our customers, the environment and everything we do - principles encompassed in our social purpose statement.

We work with fantastic customers - government and private sector organisations in the UK, Europe and Australia - who use our software solutions to reduce the administrative burden on staff, improve the information flow and security as well as to implement digital solutions to assist in rehabilitation of people in their care.

We are growing quickly, expect that growth to accelerate and are looking for enthusiastic, passionate and driven individuals to join our team. Our offices are located in London, Southampton and Newcastle but our staff are located throughout the UK, in Europe and Australia. We offer flexible working, a good benefits package and competitive salary.

Service Desk Administrator

Provide administrative support for the Software Support department including responding to customer queries, management of Support team tickets, stock management, and process/documentation, all in accordance with company, ISO9001 and ISO27001 procedures and standards.

Duties and Responsibilities

  • Answering of Customer calls to the ServiceDesk, assisting with customer queries and logging/updating tickets
  • Manage the Support team email inbox – responding to customer queries, logging and updating of tickets
  • Workload planning including ongoing projects, and system upgrades
  • Receipt and despatch of goods
  • Assist with Support team stock takes
  • System administration (including backup)
  • Assist with the development of Quality & Security procedures, processes and WI's
  • Work with Support team to progress and improve process and technical documentation
  • Adhere to relevant quality and information standards and procedures
  • Learn and be aware of the company's product sets
  • Communicate effectively with other employees
  • Promote the company, its products and services
  • Knowledge of Microsoft Client and Server operating systems
  • Knowledge or experience of working in an IT Support environment
  • Confident in using Microsoft Desktop products particularly word and excel
  • Knowledge of Information Security protocols as they apply to physical and logical security of systems
  • An understanding of the Software development lifecycle
  • Good organisation skills
  • Attention to detail and ability to be self-critical
  • Ability to learn the intricacies of the company's product set via a variety of methods including shadowing, self-study, IT lab work, webinars.

Knowledge/ Skills/ Experience

Personal

  • Demonstrable Customer Service experience in face to face and telephone Customer service environments
  • A Responsible attitude and desire to Own actions
  • Ability to prioritise work and plan and assist others in their planning
  • Good Communication and 'can do' attitude
  • Remaining calm under pressure
  • Decision-making abilities
  • Time management and personal accountability
  • Information Security mentality

Technical

  • Microsoft Client and Server operating systems
  • Microsoft Desktop products
  • SQL/DBMS
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