Service Desk Administrator

Reporting to the Service Desk Manager you will be part of a team responsible for the logging, resolving or escalation of all requests to the IT Service Desk, ensuring that all incidents, requests and problems are resolved within targeted service levels. The Service Desk is a busy and stimulating working environment and your focus is providing customers and colleagues with the best possible level of service. This role will suit someone looking to build a career in IT. Responsibilities: You will work with the Service Desk Coordinator and Service Desk Manager to ensure the smooth running of Service Desk and Service Support Teams. You will support the incident and request management processes and schedule project and regular tasks to ensure effective resource utilisation across first, second and third-line Resolver Teams as they deliver against incident, service request, monitoring and project workstreams. · Ensure the effective logging, categorisation, prioritisation and escalation of all service requests within SLA · Support the Service Desk Team to ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service · Ensure that all contacts with the service desk are recorded using the service desk toolset and set correct priority of all incidents/requests using impact and urgency assessment. · Escalate incidents/requests to the appropriate team as required · Provide advice to customers in relation to the provision of support during the resolution/escalation of incidents · Assist in the update/tracking and closure of incident tickets using service desk tools · Provide support and a point of escalation for: Service Desk; Service Support; Managed Detect and Response; Technical Resolver teams; Project delivery teams · Handle calls from clients as part of Cyber Advice Service (full training provided) · Support the team to achieve and exceed relevant SLAs, OLAs and KPI's · Identify and escalate any potential breach of service level or risk, supporting the Service Desk Team to resolve identified issues · Internal Monitoring · Manage equipment issue and recovery as part of starters and leavers processes · Manage Vulnerability reporting

You will have some experience of scheduling and call handling in a customer focused contact centre / call centre environment and be keen to develop your skills. You will enjoy working with people, be customer focused and able to juggle tasks in a busy workplace while building honest, transparent, trusting relationships within the team, with colleagues and with our customers. About you: · Have an awareness of the importance of scheduling and task management to support scheduled changes and project delivery · Have an excellent telephone manner with good attention to detail · Be used to calmly working with others to assist with prioritising, escalating and communicating in dynamic situations · Be curious and adaptable, tactful and diplomatic · Have a basic working knowledge of word, excel · Have experience of following processes

Our Purpose: The Cyberfort Group is a community of 150+ passionate people united by one overall mission... to make the world safer, one business at a time. We are the "one-stop shop" for all things cyber and are working to build a centre of excellence for our customers by building an amazing place to work, learn and develop for our people. We work with a diverse range of clients, including large Governmental departments as well as other public sector organisations and businesses within the private sector. We're growing our business and our team through our continuous investment in developing technology and cyber capability; we aim to deliver innovation to our customers as fast as possible. Whether it's AI-driven ML-based threat intelligence or rapid start hybrid Cloud; our goal is to implement solutions that make us stand out in the market. If that sounds like you, we'd like to see...... Your CV Find your place at the Cyberfort Group - Our vision is to bring together technology, people, expertise, facilities and leaders in Cybersecurity to create capability that is second to none. We aim to create a workplace that leverages the expertise of people from a diverse range of backgrounds that are to be themselves, are celebrated for thinking differently and work together as one team.

Hours of Work: 37.5 hours per week. (shift pattern shifts 8.30 - 17.00, 9.00 - 17.30, 9.30 - 18.00) Reward Package · £24,000 - £26,000 DOE · 25 days annual holiday + Birthday off in addition and option to buy/sell additional 5 days · Company Pension Scheme,

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Gym membership
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay
• Store discount
• Work from home
Schedule:
• Flexitime
• Monday to Friday