ICT Helpdesk Administrator

Birmingham

Hybrid

My client is currently seeking an ICT Helpdesk Administrator to join their IT team in Birmingham. In this role, you will be responsible for logging and tracking support requests and incidents in the ICT incident management system, updating IT assets, and resolving 1st line calls. Additionally, you will assist in creating new user accounts, conducting ICT inductions, and managing the onboarding and offboarding of all staff.

The Benefits:

• Civil service pension with an employer contribution rate of 27%
• Flexible working
• Hybrid working, with specific guidelines agreed with your line manager
• 26 days' holiday, rising to 29 days after two years' service, with the option to buy up to five extra days of annual leave

Key Responsibilities:

• Provide technical support: You will investigate and resolve 1st line IT calls (software and hardware) and offer technical assistance, ensuring end-users are informed of progress.
• Maintain operational documentation: You will write and maintain ICT guidance, ensuring it remains relevant and up-to-date for various audiences (IT colleagues and employees).
• Ensure best practice: You will ensure that all ICT support meets operational requirements and adheres to business continuity and security accreditation arrangements.
• Be user-focused: Maintain positive relationships with colleagues and consistently provide high levels of support.
• Embrace Agile ways of working: You will work in a fast-paced, evolving environment and adopt a flexible approach to ensure the smooth delivery of ICT solutions.

Person Specification:

• Promptly record and triage all ICT requests within the ICT incident management system, ensuring they are processed and resolved daily.
• Investigate and resolve all 1st line requests and incidents, monitoring and escalating more complex tickets to the relevant IT Support member.
• Experience supporting Office 365 suite (SharePoint, OneDrive, OneNote), Microsoft Office, Active Directory, IBM products, and other ICT software applications.
• Working knowledge of ICT hardware, including supporting and maintaining Microsoft Surface Tablets and Surface Hubs.
• Basic working knowledge of Microsoft Intune to configure iPhones and iPads.
• Flexible and adaptable to varied workloads, prioritizing tasks based on risk and impact.
• Liaise with external support partners/vendors to ensure the resolution of service incidents/faults and general service requests, collaborating closely with the wider ICT team.
• Manage new starters/leavers and changes, coordinating the delivery and return of ICT equipment according to service standards.
• Take appropriate actions to investigate, resolve, and anticipate problems, escalating risks to the IT Operations Manager as needed to implement solutions and identify preventative measures.
• Stay informed about emerging technology solutions and proactively advise the ICT team and colleagues on potential benefits.

If you're interested - drop over the CV and I'll reach out!

**please note, there is no sponsorship on offer for this one**