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.