Service Desk Administrator

Job Description

As a Service Desk Administrator, you'll be an integral part of our IT operations team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You'll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence.

Your focus will be on providing efficient, high-quality support while adhering to established processes and service standards. You'll also contribute to the team's continuous improvement efforts by maintaining documentation, supporting operational tasks, and collaborating with colleagues to enhance the overall service experience.

Key Responsibilities

• Handle incoming tickets and calls, aiming for first contact resolution and escalating where necessary, while delivering outstanding customer service to ensure a positive support experience for all users.
• Assist with recurring tasks such as audits, system checks, and documentation updates to ensure consistent service delivery.
• Work closely with team members and stakeholders to resolve complex issues and contribute to continuous improvement efforts.
• Maintain and contribute to the knowledge base by documenting solutions, processes and best practices.
• Any other ad hoc duties as required.

About You

The right candidate for this role will be customer focused and find value in helping people and fixing problems. You will be comfortable dealing with people 'face to face' and be happy to be a public face of the IT Services department.

You'll be able to interpret and investigate requirements and issues and respond effectively, using good written and verbal communication skills.

Experience and Qualifications

• Requires a full UK driving licence.
• Proven experience in a customer-focused IT support role including working within a service management platform (Jira, ServiceNow).
• Experience managing and prioritising incidents/requests.
• Basic understanding of ITIL principles and best practices.
• Excellent written and verbal communication skills, with an ability to clearly explain technical concepts.
• Strong analytical abilities and a proactive approach to resolving issues.
• Relevant certifications such as ITIL Foundation or CompTIA A+.
• Experience working in M365 environment.

Educational Requirements

This role isn't being restricted by educational requirements. Your ability to demonstrate an interest in technology and customer service can be shown in any number of ways, how you demonstrate that to us is up to you.

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.