£28000 - £30000 per annum
about 1 month ago
IT Support Administrator- Edinburgh
This is a great 12 MONTHS FIXED TERM CONTRACT as an IT Support Administrator.
Responsibilities & accountabilities
Undertake administration of all joiner and leaver accounts within the organisation (approx. 80%
of the role).
Ensure hardware is procured in time for new members of staff if required.
Undertake other business admin tasks assigned from the Service Desk.
Provide first and second line support (over the telephone, via remote connectivity or at the
desk) to the Group customers during busy times.
Manage support tickets within agreed SLAs.
Complete assigned tasks in a prompt and reliable fashion.
Work with other teams within IT Services to achieve call resolution within SLA, ensuring that
detailed and precise information is captured and provided to facilitate speedy resolution.
Pass incidents and requests to the correct resolving groups if necessary and ensure these are
picked up within SLA.
Monitor open Incidents to ensure SLA's are adhered to and keep users informed of progress.
Keep the IT Service Manager informed of outstanding tasks where completion may be delayed.
Knowledge & experience
Good knowledge of IT in a professional services environment
Strong experience of joiner and leaver IT account administration (minimum of 2 years)
Minimum of 3 years IT customer service experience
Previous 1st and 2nd line support experience including fault/problem resolution within a Windows
Hands-on working knowledge of:
o Supporting users within a Microsoft Windows Environment
o Active Directory
o Microsoft Office Suite (Word, Excel, PowerPoint and Outlook) at an advanced level
o PC hardware and laptop troubleshooting
o Supporting Mobile Devices
o Supporting remote working technologies (e.g. VPN)
o Service Desk/ITSM toolset experience
Training, education & qualifications
Educated to at least A level standard or equivalent
MCP or MCSE,
ITIL Foundation V3
MOS Expert (2010 preferred)