IT Service Desk Administrator

QA; Glasgow; Hybrid; GBP 28,000 - 44,000; Full time

Benefits offered by this job

27 days Annual Leave

Holiday Buying scheme

Medicash plan

Private Medical Insurance at corporate

Employee Assistance Programme

Employee Discounts Benefit Hub

Pension Scheme

Early Friday Finish

Job summary

QA is seeking a Service Desk Admin Operations professional to oversee hardware provisioning, JML processes and access control across AD, Azure AD and Microsoft 365. You will manage asset lifecycles, maintain records, and act as an escalation point for related issues with a focus on security and governance.

You will work within QA's Service Desk, contributing to consistent service delivery and process improvement while benefiting from the company’s wellbeing programs and career development

Qualifications

• 2+ years in a Service Desk IT Admin role.
• Experience provisioning hardware and asset lifecycle processes.
• Experience delivering JML processes and administering user accounts.
• Familiar with ITSM ticketing systems and audit trails.

Responsibilities

• Oversee hardware provisioning and all JML tasks within Service Desk.
• Act as escalation point for hardware, accounts, or JML issues.
• Monitor ticket queues for hardware, access, and lifecycle tasks.
• Coordinate procurement and asset management activities.
• Maintain accurate asset records and audit trails.

Skills

Service Desk

JML processes

Active Directory

Azure AD

Microsoft 365

ITSM

Asset management

Security governance

ITIL basics

Communication

Time management

Attention to detail

Tools

ITSM tools

Active Directory

Azure AD

Microsoft 365

Job description

About The Role

Summary

You will be responsible for overseeing the delivery of hardware provisioning and all Joiner/Mover/Leaver (JML) processes within the Service Desk function.

Key Responsibilities

Service Desk Admin Operations

• Oversee the handling of hardware and account‑related service requests, ensuring they are completed accurately and within agreed service levels.
• Act as an escalation point for issues related to hardware, user accounts, or JML processes.
• Monitor and prioritise ticket queues relating to hardware, access, and user lifecycle tasks.

Hardware & Asset Management:

• Manage provisioning, configuration, deployment, returns, refresh, and secure disposal of IT hardware.
• Maintain accurate asset management records and ensure appropriate controls, audits, and reporting.
• Coordinate procurement activities, liaising with suppliers where required.

JML & Account Administration:

• Own and execute JML processes, ensuring timely creation, modification, and removal of access across systems including Active Directory, Azure AD and Microsoft 365.
• Ensure all access aligns with security principles and governance requirements.
• Maintain documentation, records, and audit trails related to user access and leaver processing.

Key competencies / skills

• Strong organisational skills with the ability to prioritise and coordinate multiple operational tasks.
• Effective communication skills, with the ability to convey technical and procedural information clearly.
• High attention to detail, particularly in asset tracking and access management.
• Problem‑solving ability with a focus on process improvement and service consistency.
• Ability to work calmly and efficiently during periods of increased demand.
• At least 2 years’ experience working in a Service Desk in an IT Admin role capacity.
• Hands‑on experience managing hardware provisioning and asset lifecycle processes.
• Demonstrated experience delivering JML processes and administering user accounts.
• Experience working with ITSM/ticketing tools for logging, tracking, and reporting.
• Knowledge of Active Directory, Azure AD, Microsoft 365, and associated account administration tasks.
• Understanding of IT asset management practices and audit requirements.
• Familiarity with security and access control principles, including least‑privilege and compliance requirements.
• Awareness of ITIL concepts relevant to incident, request, and access management.
• Understanding of data protection responsibilities relating to user accounts and confidential information.

About Us

Wellbeing & benefits

Your wellbeing matters to us. That’s why we offer benefits designed to help you recharge and thrive, including:

• 27 days Annual Leave (4 days used for the festive closure) plus Bank Holidays
• Holiday Buying scheme
• Medicash plan, Wellhub, Cycle to Work scheme
• Private Medical Insurance at corporate rates
• Employee Assistance Programme
• Employee Discounts Benefit Hub
• 3 Development days
• 2 Charity days per year
• Pension Scheme
• Early Friday Finish at 4pm

Personal growth

Learning and opportunity is at the core of what we do - and that applies to you too!
You’ll have the unique opportunity to develop your skills on our QA authored courses in the latest tech (you’ll get 3 training days/year to do this). You can also delve deep into our world-class digital learning content on a variety of tech and business topics. Or perhaps you’d like to enrol on a Degree or Masters programme to enhance your skillset or learn new things.

Our people

We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual orientation, or if you are disabled or a carer, we welcome you and the different perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity.

As a Disability Confident Employer, we guarantee that all applicants with a disability who meet the role criteria will progress to the next stage of the process. Please let us know if you require any reasonable adjustments.

A little about QA

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners in the last 3 years.

Our Mission

We teach the critical AI, technology, digital and Human skills needed to transform and succeed in a changing world. We do this through tailored learning programmes that connect learning across an organisation, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end‑to‑end learning solutions draw from deep expertise across Apprenticeships, Instructor‑led training, Self‑paced Learning and Blended Learning.

You can find out more about us at https://www.qa.com/about/careers/