1st Line Helpdesk Administrator

Derbyshire

Primary Purpose of the Role:

Reporting into the Helpdesk Manager, you will provide first-line support for users of the company's IT infrastructure. Escalate complex issues to the IT Helpdesk Manager as needed.

Key Responsibilities:

Respond to IT support requests, log incidents, and prioritize them using the Business Systems helpdesk software.
Ensure understanding and correct usage of the helpdesk system.
Provide troubleshooting, diagnosis, and resolution for IT incidents to ensure minimal disruption to users.
Support users in following IT security best practices and assist Infrastructure Engineers with related investigations.
Help with the acquisition, installation, and maintenance of IT hardware and software.
Offer guidance on user training needs and equipment requirements.
Conduct regular visual inspections of server rooms and critical hardware.
Collaborate with Infrastructure Engineers on various projects.
Create and maintain procedural documentation in line with company policies.
Contribute to the ongoing development of the Business Systems Department.

Key Performance Indicators:

Effective triaging and management of IT incidents.
Prompt resolution of assigned issues
Accurate and thorough documentation.
Successful achievement of objectives set during annual appraisals.

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