IT Service Desk Administrator

This is an exciting opportunity to join the Marshall IT Service Desk Team and be at the forefront of Information Technology within a defence focused business. You will be front of house, supporting the day to day operational support services in the UK, Europe, Canada and the Middle east.
We are keen to hear from people with customer service experience who are looking to embark on a career within an IT business function.
Your responsibilities in this role include:

• Provide first point of contact & 1st line triage for users across the businesses.


• Provide technical support and advice via the ticketing and telephone system and ; responding to incidents and service requests raised within the Service Desk.


• Resolve incidents and requests in line with SLA's while remaining compliant with security standards to the satisfaction of the customer. Where a 1st line resolution is not possible, you will escalate to other support teams or the Service Desk Manager with full triage documented.


• Communicate with users and stakeholders regarding incident and service request progress. Ensuring that these communications are documented within the ticket.


• Provide a professional and positive front of house interaction with customers and visitors to the department.


• Produce and maintain knowledgebase articles and procedures to allow transfer of knowledge within the team and wider business.


• Developing a general understanding of the IT technologies used across the businesses.


• Work closely with the 2nd and 3rd line IT Teams.
  
  Able to work collaboratively with colleagues or independently with limited supervision.


• Strong communication both written and verbal with ability to articulate with customers across the business at various levels of technical understanding.


• Essential understanding of the requirements of working in a customer environment.


• Understanding of the aims and objectives of our business and the functionality that it delivers to our customers.


• Strong attention to detail.


• Have the initiative to "get it done"


• Willing to learn and turn their hand to new tasks.


• Experience writing user guides and processes.


• Ability to Multitask


• Computer literate.
  
  Competitive salary and remuneration package including, 27 days holiday, pension contributions matched up to 9%


• Office location is Cambridge with parking


• This role will initially based on site, over time some hybrid working may be possible.


• We can offer flexibility around working patterns


• Marshall, an independent, family-owned British company, proudly helping our customers move forwards since 1909, This role is suitable for someone who is still at the beginning of their IT career, comes from a customer support background or looking for a career change. Full training will be given for the role.

The benefits we will offer you include:

• 27 days holiday increasing with service up to 30 days (option to buy /sell)


• Pension contributions up to 9%


• Healthcare cash plan for you and your children


• Extensive flexible benefit program including Cycle to Work


• Life assurance at 4x basic salary


• Enhanced parental leave and pay


• Paid volunteering leave


• Access to industry leading wellbeing resources and tools