Service Desk Administrator

Department: IT

Location: GBR Manchester Hardman Boulevard

Description

The Service Desk Administrator will be providing a high level of onboarding service to new employees joining the business, and processing employees leaving the business in a secure and professional manner, ensuring all access is restricted at the appropriate time. The role holder will be a first point of call for users seeking support in the business, providing triage and first-line technical support. They will also be responsible for stock management, asset management, hardware / software provisioning, and processing licensing requirements.

Key Responsibilities

• Coordinate the onboarding of new hires, ensuring they receive the correct equipment, system access and support for a smooth start.
• Manage the offboarding of leavers securely and promptly, ensuring access is removed and company equipment is recovered at the appropriate time.
• Process user account migrations accurately, minimising disruption and maintaining appropriate access throughout the transition.
• Procure stocked items in line with business requirements, agreed budgets and purchasing processes.
• Provision stocked items to users efficiently, ensuring equipment and software are configured and ready for use.
• Maintain the asset database to ensure records remain complete, accurate and up to date.
• Manage support tickets from initial receipt through to resolution or escalation, providing timely updates and meeting agreed service levels.
• Triage user queries and provide effective first-line technical support, resolving issues where possible and escalating when required.
• Support relevant projects by completing assigned activities, contributing technical knowledge and helping to deliver agreed outcomes.
• Conduct regular audits of the asset and mobile device management databases, investigating and resolving any discrepancies identified.
  
  

Skills, Knowledge & Expertise

• Good understanding of resolve routine, non-complex incidents, service requests, and tasks. This may include onboarding new starters, offboarding leavers, processing user account migrations, procurement of stocked items and mobile phones, providing software licenses and installing them.
• You demonstrate a basic understanding of service desk activities by following the activities of experienced colleagues.
• You know how to contribute to resolution of service desk requests.
  
  

Skills:

• Ability to follow standard operating procedures
• Ability to provide and maintain a good standard of customer service for all support queries.
• Ability to support services, systems, and equipment within agreed SLA timescales.
• Organisational and prioritisation skills.
• Ability to support routine administrative activities and support project work.
  
  

Job Benefits

• Flexible Working: Balance your work and personal life with our flexible working options.
• Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
• Medicash & Critical Illness Scheme
• Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
• Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
• Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
• Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
• Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
• Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.
  
  
  

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, you can utilise the Manage Your Data tool provided by Pinpoint or contact us directly at: global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Notice.

We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process.