The Service Desk Administrator is the first point of contact for all IT queries across the business, playing a vital role in keeping day-to-day operations running smoothly. Working in a fast-paced service desk environment, you’ll troubleshoot and resolve a broad range of 1st line technical issues remotely, while managing tickets from initial query through to resolution.
This is a hands-on, varied role where no two days are the same — combining daily user support with opportunities to contribute to process improvements and gain exposure to the latest network, cloud, and infrastructure technologies, all while collaborating closely with wider service delivery teams.
Key Responsibilities:
- Experience working in a 1st line support role
- Provide first-line technical support to users via phone, email, and in-person.
- Manage and prioritise service requests and incidents using a ticketing system.
- Escalate complex issues to higher-level support teams as necessary.
- Collaborate with other IT team members to ensure seamless service delivery.
- First point of contact for all queries from staff.
- Identify and carry out remote 'first time fixes' on a variety of network and software solutions. This will include varied tasks from password changes through to data restoration, printer, and software application rollout.
- Process improvement - proactive involvement in the continued development of new and established procedures.
- Service delivery - working with other service delivery teams to ensure that Service Level Agreement (SLA) targets are met.
- Maintain a professional and effective working relationship with customers and work colleagues
- Stay up to date with the latest technology trends and best practices.
Skills and Experiences:
- Experience of troubleshooting with Laptops/Desktops/Printers
- Knowledge of Windows systems - Windows Client OS
- Office365 / Microsoft packages
- Some server experience would also be beneficial.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused with a commitment to providing high-quality service.
What we offer
- A competitive salary and benefits package
- An employer who values the ongoing wellbeing of its employees
- Career development within a successful and growing business
About Us
We are MARCH®. The leading provider of critical engineering services. Supporting the industries we all rely on to improve their infrastructure, process, and digital environments. We work together with our customers to maintain business continuity, optimise output, and drive new standards in productivity, reliability, and sustainability. We help deliver operational resilience, increased performance, and better environmental outcomes, across the board.
Why March?
Progress is People.
MARCH has ambitious plans and central to our future growth is attracting, developing and retaining the very best talent. Whether your role is onsite or office-based, engineering or support, we offer opportunities for all our people to develop their careers and maximise their potential. MARCH is committed to building teams that reflect a wide range of backgrounds, perspectives, and experiences.
