Helpdesk Administrator

Responsibilities:

- Manage a team of helpdesk technicians and provide guidance and support
- Oversee the day-to-day operations of the helpdesk, ensuring timely resolution of technical issues
- Develop and implement helpdesk procedures and policies to improve efficiency and customer satisfaction
- Serve as the escalation point for complex technical problems and provide guidance to resolve them
- Collaborate with other IT teams to ensure seamless integration and coordination of support activities
- Monitor helpdesk performance metrics and generate reports on team productivity and issue resolution
- Stay up-to-date with industry trends and best practices in IT support to continuously improve service delivery

**Experience**:

- Minimum of 5 years of experience in a helpdesk or technical support role
- Proven experience managing a team of helpdesk technicians
- Strong knowledge of computer hardware, software, networking, and troubleshooting techniques
- Proficiency in Active Directory, DNS, LAN, and other network protocols
- Experience with ticketing systems such as Jira or Remedy
- Familiarity with both Windows and Mac OS environments
- Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical users

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

**Job Type**: Temporary contract

**Salary**: £10.00-£12.00 per hour

**Benefits**:

- Company pension
- On-site parking
- Work from home

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person