Service Desk Administrator

2 weeks ago

Leeds, United Kingdom Gough & Kelly Full time

Gough and Kelly, an NSI Gold company, is a premier provider of security products and services and has served the north of England for over three decades. We work with customers including LUFC, Sheffield University and City of York Council.

We now have an excellent opportunity for an experienced and motivated **Service Desk Administrator, **with a minimum of 2 years’ experience, to join the fast-paced team in Leeds.

**The position**:

- Permanent, full-time
- 40 hours per week

Gough and Kelly value hard work and commitment, and in return, we are committed to giving back to our employees. We have an excellent and ever-growing benefits package to set you on the right path from the day you join us:

- Enhanced sick pay
- Holiday entitlement - increasing to 24 days, with length of service, plus 8 bank holidays
- Employee Assistance Programme (EAP)
- Private Healthcare Scheme (with length of service)
- Employee Benefits Programme (with length of service)
- Ongoing training
- Pension Scheme
- Cycle to Work Scheme
- Company social events

**Main duties**:

- To order remote monitoring equipment and ensure a seamless process from start to finish.
- To handle customer queries regarding monitoring of intruder alarm systems.
- To monitor units experiencing line failures, coordinator remote investigation methods or engineer attendance as required.
- To effectively manage the police response procedure, conducting regular audits of Unique Reference Numbers (URN) to ensure optimal system management.
- To regularly update the health check summary in collaboration with Custodian Monitoring services, ensuring accurate and up-to-date information.
- To carry out false alarm management, including completing the 3 in 30-day report weekly, to reduce the number of false alarm.
- To monitor the queries spreadsheet ensuring that the CASH database is up to date.
- To assist the service team in ensuring the efficient and smooth day-to-day operation of the service department.
- At least 2 years’ experience in a similar role
- Experience with CASH or similar systems is desirable
- Excellent verbal and written communication skills
- Strong customer service skills
- Good teamwork skills
- Advanced IT skills, including Word and Excel
- Technical knowledge of CCTV, intruder alarms and access control systems is desirable

Gough and Kelly are an equal opportunities employer. We are committed not only to our legal obligations but also to the positive promotion of equality of opportunity in all aspects of employment.

**Job Types**: Full-time, Permanent

**Salary**: £23,500.00-£25,000.00 per year

**Benefits**:

- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Application question(s):

- Do you have any experience with CASH or a similar system?

**Experience**:

- service desk: 2 years (preferred)
- Customer service: 2 years (preferred)

Work Location: In person

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