EPW1
Group Head of ICT Infrastructure
As a key member of the Group ICT Infrastructure team, the ICT Service Desk Administrator provides first-line triage, coordination, and administration of service desk activities.
The role ensures all incoming requests are logged accurately, prioritised effectively, and assigned correctly, while supporting procurement processes and maintaining hardware/software inventory across the organisation.
This position is essential in delivering a high-quality user experience and ensuring efficient ICT operations through proactive ticket management, stock handling, and administrative support.
General
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Adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality.
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Work positively to develop and foster good working relationships with colleagues and contracted personnel to maintain a culture of mutual respect and dignity.
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Represent the organisation in a positive way as to avoid the damage of corporate image or bringing the company into disrepute.
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Promote and display the Epwin Core Values.
Service Desk Administration
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Act as the first point of triage for all incoming ICT incidents and service requests.
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Ensure all tickets are accurately logged with sufficient detail, correct classification, and appropriate priority.
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Assign tickets to the correct divisional support groups or escalate where necessary.
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Monitor ticket queues to maintain SLA compliance and proactively chase updates when required.
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Provide users with updates on request progress, ensuring clear communication and customer satisfaction.
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Identify recurring issues and escalate trends to Group Head of ICT Infrastructure for review.
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Assist in creating and updating Service Desk knowledge base articles, FAQs, and user guides.
Procurement & Stock Management
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Manage the end-to-end procurement process for ICT hardware, software, and peripherals.
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Raise purchase orders, liaise with approved suppliers, and track orders through to delivery.
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Maintain up-to-date stock levels for hardware, consumables, and critical spares at relevant sites.
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Issue equipment to users and ensure all assets are recorded in the organisation’s asset management system.
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Monitor licensing allocations and renewals, ensuring compliance with vendor requirements.
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Assist with the lifecycle management of ICT assets, including receiving, registering, retiring, and disposing of equipment in line with policy.
Technical & Operational Support
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Provide basic first-line support where appropriate (password resets, account unlocks, simple troubleshooting).
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Ensure adherence to ICT security policies when issuing equipment, software, or access rights.
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Support onboarding and offboarding processes regarding equipment allocation and returns.
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Assist with administrative tasks for ICT audits, inventory checks, and compliance activities.
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Work collaboratively with technical teams, escalating issues requiring higher-level expertise.
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Experience working within an IT ServiceDesk or administrative support environment.
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Strong organisational skills with the ability to prioritise and manage multiple tasks.
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Excellent communication skills, both written and verbal.
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Familiarity with ITIL-aligned service desk processes (incidents, requests, triage).
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Basic understanding of IT hardware, software, and peripheral equipment.
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Experience with procurement processes and supplier interaction.
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Capable of maintaining accurate records, stock systems, and asset registers.
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Customer-focused approach with a commitment to high-quality service.
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Proficiency with Microsoft 365 applications (Excel, Outlook, Teams, Word)
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Service Desk tickets triaged and assigned within agreed timeframes.
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Accuracy of ticket logging, categorisation, and prioritisation.
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Procurement requests processed promptly, and stock levels maintained effectively.
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Positive feedback from users, peers, and management.
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Adherence to service level agreements and operational procedures.
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Contribution to continuous improvement of ServiceDesk processes.
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Organised & Detail-Focused - Able to manage information accurately and work methodically.
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Customer-Centric - Approachable, helpful, and committed to positive user experiences.
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Action-Oriented - Able to manage workload efficiently and respond to changing priorities.
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Strong Communicator - Clear, professional, and confident in all forms of communication.
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Collaborative - Works well within team environments and builds positive relationships.
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Integrity & Trustworthiness - Handles information and assets responsibly and ethically.
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High Standards - Takes pride in delivering quality work and maintaining accurate records.
