IT Service Desk Administrator

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 be based on site, with a possibility of hybrid working over time. Provision for flexibility around working patterns.

About the Role

We are looking for a member of the Marshall IT Service Desk Team to 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.

Responsibilities

• Provide first point of contact & 1st line triage for users across the businesses.
• Provide technical support and advice via the ticketing and telephone system, 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.
• Escalate to other support teams or the Service Desk Manager with full triage documented when a 1st line resolution is not possible.
• Communicate with users and stakeholders regarding incident and service request progress, ensuring all communication is documented within the ticket.
• Provide a professional and positive front of house interaction with customers and visitors to the department.
• Produce and maintain knowledge base articles and procedures to allow transfer of knowledge within the team and wider business.
• Develop a general understanding of the IT technologies used across the businesses and work closely with the 2nd and 3rd line IT Teams.

Qualifications

• Ability to work collaboratively with colleagues or independently with limited supervision.
• Strong written and verbal communication skills; able to articulate with customers across the business at various levels of technical understanding.
• Understanding of the requirements of working in a customer environment.
• Understanding of the aims and objectives of our business and the functionality it delivers to customers.
• Strong attention to detail.
• Willpower to "get it done" and willingness to learn new tasks.
• Experience writing user guides and processes.
• Computer literate; ability to multitask.
• Suitable for someone at the beginning of an IT career, coming from a customer support background or looking for a career change. Full training will be given.

Benefits

• Competitive salary and remuneration package.
• 27 days holiday.
• Pension contributions matched up to 9%.
• Office location at Cambridge with parking.
• Potential for hybrid working and flexible working patterns.

Equal Opportunity Statement

Marshall Group is an Equal Opportunity Employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, colour, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.