IT Helpdesk Service Administrators

South Hampshire College Group (SHCG); Eastleigh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic educational organization is seeking an IT Helpdesk Service Administrator to provide outstanding customer support, manage tickets, and contribute to smooth operations. The ideal candidate will possess excellent administrative and communication skills and demonstrate a proactive approach to technology and systems. The role is based at Eastleigh, Fareham, or Southampton Colleges, with generous benefits including 6 weeks off per year and a robust pension scheme.

Benefits

6 weeks leave per year, plus bank holidays

Generous employer pension contribution

Regular training and development

Qualifications

• Strong attention to detail while managing assigned tickets.
• Ability to record and act upon inappropriate practices.

Responsibilities

• Manage assigned tickets, ensuring a customer-first approach.
• Triage support requests based on priority.
• Provide outstanding customer service and support for varying technical levels.

Skills

Excellent administrative, documentation and organizational skills

Excellent communication and interpersonal skills

Education

Minimum GCSE grade 4 / C in English & Maths or equivalent

Job description

Care to Join Us?

We currently have exciting opportunities for passionate, dedicated and skilled IT Helpdesk Service Administrators based at Eastleigh, Fareham and Southampton Colleges.

Please indicate your choice of location when applying for the position.

The information below provides more detail about the role.

Benefits

• 6 weeks leave per year, plus bank holidays
• Generous employer pension contribution
• Regular training and development.

Duties

• Manage assigned tickets, with a customer first approach.
• Triage support requests depending on priority
• Contribute towards the smooth operation of the support services.
• Liaise with both the Operations and Infrastructure engineers when escalating tickets.
• Provide outstanding customer service and support to a variety of customer types, accounting for varying levels of technical understanding.
• Implement good operating practices, complete and maintain accurate documentation and follow procedures to ensure the sustainability and security of all relevant college systems, in line with ITIL best practices.
• Ensure all group assets are accurately recorded and tagged.
• Work with the Head of IT Operations, to maintain accurate COSHH, Risk and Health & Safety records.
• Work with the Head of IT Operations, to organise and maintain the groups WEEE collection register.
• Support the Infrastructure engineers, in the monitoring of college data sources.
• Record and act upon, any dangerous or inappropriate practices associated with all aspects of computing, including those which may affect the continuity of the business, advising the Head of IT Operations, Head of IT Infrastructure and/or Group Director of IT accordingly.

Skills / Experience

• Excellent administrative, documentation and organizational skills
• Excellent communication and interpersonal skills

Qualifications

• Minimum GCSE grade 4 / C in English & Maths or equivalent.

Ideal Attributes

• Proven ability to meet tight deadlines and planned work to a high specification
• Ability to work under pressure to a busy schedule
• Ability to demonstrate a proactive and flexible approach to working, embracing new technologies, systems and processes.

About Us

The South Hampshire College Group (SHCG) is a dynamic, purpose driven Further Education organisation with a commitment to Creating Better Futures for learners, employers and communities within South Hampshire and beyond.

We pride ourselves on living our values - Collaborative, Inclusive and Aspirational. We also understand the difference exceptional employees can make to us delivering outstanding results and we are always seeking to attract talent who can add value and who will be proud to be part of our growing organisation.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.