Service Desk Administrator

Cyberfort; Stone Cross; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Service Desk Administrator to join their dynamic team. This role involves logging and resolving IT service requests while ensuring excellent customer service. Ideal candidates will have strong communication skills, a knack for troubleshooting, and a passion for cybersecurity. With a hybrid working model, this position offers a great opportunity for growth and skill development in a supportive environment. Join a diverse and inclusive workplace committed to making the world safer through innovative cybersecurity solutions.

Benefits

25 days annual holiday

Birthday off

Option to buy/sell additional holiday days

Continuous learning opportunities

Company Pension Scheme

Private Medical Cover

Life Assurance

Extensive non-taxable benefits

Qualifications

• Experience in scheduling and call handling in a customer-focused environment.
• Ability to build honest relationships with colleagues and customers.

Responsibilities

• Log, categorize, and prioritize service requests within SLA.
• Provide support and advice to customers during incident resolution.
• Assist in updating and closing incident tickets.

Skills

Customer Service

Call Handling

Attention to Detail

Troubleshooting

Communication Skills

Basic IT Skills (Word, Excel)

Interest in Cybersecurity

Job description

Job Title

Service Desk Administrator

Reporting To

Service Desk Manager

Location

Ash (Kent) - Hybrid working with 2-3 days in the office per week

Hours Of Work

37.5 per week (shift pattern shifts 8.30-17.00, 9.00-17.30, 9.30-18.00)

Reward Package

• 25 days annual holiday + Birthday off in addition and option to buy/sell additional 5 days
• Growth Opportunities: Continuous learning and career development opportunities
• Company Pension Scheme
• Private Medical Cover
• Life Assurance
• Extensive non-taxable benefits

The Role

Reporting to the Service Desk Manager, you will be part of a team responsible for logging, resolving, or escalating all requests to the IT Service Desk, ensuring incidents, requests, and problems are resolved within targeted service levels. The Service Desk is a busy environment focused on providing excellent service. This role is ideal for someone confident in speaking with customers on the phone and interested in building a career in IT.

Responsibilities

1. Ensure effective logging, categorisation, prioritisation, and escalation of all service requests within SLA
2. Support the Service Desk Team to follow company processes, procedures, and contractual requirements while maintaining high customer service levels
3. Record all contacts with the service desk using the toolset and set correct priority based on impact and urgency
4. Escalate incidents/requests as needed
5. Provide support and advice to customers during incident resolution or escalation
6. Assist in updating, tracking, and closing incident tickets
7. Support various teams including Service Desk, Service Support, Managed Detect and Response, and project teams
8. Help achieve and exceed SLAs, OLAs, and KPIs
9. Identify and escalate potential breaches of service levels or risks
10. Manage equipment issues and recovery processes for starters and leavers
11. Manage Vulnerability reporting
12. Provide Cyber SOS support to help customers identify if they have been hacked or compromised (training provided)

To Be Awesome In This Role

You should have experience in scheduling and call handling in a customer-focused environment, enjoy working with people, and be eager to develop your skills. Building honest and trusting relationships with colleagues and customers is essential.

You Will

1. Have excellent telephone manners and attention to detail
2. Be calm and effective in prioritising, escalating, and communicating in dynamic situations
3. Be curious, adaptable, tactful, and diplomatic
4. Have basic knowledge of Word and Excel
5. Be experienced in following processes
6. Enjoy troubleshooting and explaining technical issues simply and helpfully
7. Possess confident communication skills, especially over the phone
8. Have an interest in cybersecurity and online safety
9. Previous customer service experience is helpful but not essential

Our Purpose

The Cyberfort Group is dedicated to making the world safer by building a centre of excellence in cybersecurity, providing innovative solutions, and fostering a diverse, inclusive workplace where everyone can thrive.

We work with a range of clients, including government departments, public sector organizations, and private sector businesses. We are committed to investing in technology and cyber capabilities to deliver rapid, innovative solutions such as AI-driven threat intelligence and hybrid cloud services.

Application Process

If interested, please submit your CV and a cover letter explaining more about your skills and why you want to join the Cyberfort Group by clicking the "apply for this job" button.

Join us at the Cyberfort Group — a diverse and inclusive workplace that encourages everyone to bring their whole selves to work. We are a Disability Confident Employer.