Service Desk Administrator

Posted 30/05/2024 by North

PA4, Scotstoun, Glasgow City


North builds stronger, more reliable networks and creates smarter, more sustainable places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. 

Description of Role

As Service Desk Administrator you will be responsible for:

    • Logging of customer reactive support calls / planned preventative maintenance 
    • Liaising with clients throughout the duration of a call to ensure a prompt resolution 
    • Ensuring client service level agreements are met including response times and other KPIs
    • Scheduling of reactive and planned works to field technicians 
    • Ticket management within North's Service Management Platform Autotask
    • Allocation of work / jobs to service engineers
    • Monthly reporting of calls logged 
    • Providing excellent customer service to North's supported clients 
    • General department administration 

    This role also involves the following

    • Provide escalation route for SLA matters
    • Monthly reporting of department performance to Service Delivery Manager
    • Monthly invoice information preparation


For development purposes the following knowledge, skills and experience are required.

  • Excellent organisation skills
  • Superior multi-tasking skills
  • Ability to work within fast moving team
  • Excellent communication skills both written and verbal
  • Polite and professional customer service
  • Experience in use of Autotask PSA where possible 

North rewards employees with a competitive market salary and an excellent benefits package and offers fantastic opportunities for progression throughout the company. Further details of package on offer will be discussed at application stage. North is an equals opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.

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