Helpdesk Administrator

Recruiter
TalentSync
Location
Birmingham, England
Salary
£20,000 - £25,000, Per annum
Posted
17 Jan 2025
Closes
16 Feb 2025
Ref
HA4546
Job Role
IT Helpdesk
Industry
Public Sector
Hours
Full time
Contract
Permanent

Job Title: ICT Helpdesk Administrator
Location: Birmingham

Job Overview
Our client is seeking an experienced ICT Helpdesk Administrator to join an IT team in Birmingham. In this role, you will play a critical part in supporting our IT operations by logging and tracking support requests, updating IT assets, and resolving 1st line support calls. You will also assist with onboarding and offboarding staff, conducting ICT inductions, and creating user accounts.

This is an exciting opportunity to join a dynamic team in a fast-paced environment, where you’ll make a real impact on our organization’s IT services.

Benefits

  • Competitive Salary: Circa £26,000
  • Generous Pension: Civil service pension with an employer contribution rate of 27%
  • Flexible Working: Hybrid options available (guidelines agreed with your line manager)
  • Annual Leave: 26 days rising to 29 after two years’ service, with the option to purchase up to five extra days
  • Professional Development: Work in a fast-paced, agile environment with opportunities to expand your skills

Key Responsibilities

  • Technical Support: Investigate and resolve 1st line IT support calls (software and hardware), keeping end-users updated on progress.
  • Operational Documentation: Create and maintain ICT guidance documents for various audiences, ensuring clarity and relevance.
  • Best Practices: Ensure all ICT support aligns with operational requirements, business continuity plans, and security protocols.
  • User-Centric Focus: Build and maintain positive relationships with colleagues, consistently delivering high-quality support.
  • Agile Working: Adapt to a fast-evolving environment, ensuring smooth delivery of ICT solutions.

Core Duties

  • Log and triage all ICT requests in the incident management system, ensuring timely processing and resolution.
  • Resolve 1st line incidents; escalate complex issues to relevant IT support teams.
  • Provide support for Office 365 suite (e.g., SharePoint, OneDrive, OneNote), Active Directory, IBM products, and other applications.
  • Support and maintain hardware, including Microsoft Surface Tablets, Surface Hubs, and mobile devices (iPhones/iPads) via Microsoft Intune.
  • Coordinate IT onboarding/offboarding, managing ICT equipment delivery and return.
  • Liaise with external support vendors/partners to resolve service incidents and requests.
  • Proactively investigate and address potential IT risks, escalating to the IT Operations Manager as required.

Person Specification

  • Proven experience in 1st line IT support with hands-on knowledge of Office 365, Microsoft Office, and Active Directory.
  • Familiarity with ICT hardware, including Microsoft Surface devices and mobile device management tools like Microsoft Intune.
  • Ability to document and maintain ICT guidance, with strong attention to detail.
  • Excellent organizational and multitasking skills, with the ability to prioritize tasks based on risk and business impact.
  • A proactive mindset with a focus on identifying and implementing preventative measures.

If you’re passionate about providing top-notch IT support and want to be part of a forward-thinking team, we’d love to hear from you!

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