Service Desk Administrator

Service Desk Administrator

We’re looking for a Service Desk Administrator to support high‑quality service delivery across our network, infrastructure, and cabling teams. This is a key operational role, acting as the first point of contact for end users and ensuring ServiceNow tickets are logged, managed, and resolved efficiently within agreed SLAs.

Working closely with the Service Manager and Site Lead, you’ll help keep daily service operations running smoothly, providing clear communication, accurate documentation, performance monitoring, and proactive support to engineers and technicians.

If you are highly organised, customer‑focused, and comfortable working in a fast‑paced service environment, this is an excellent opportunity to grow your career within IT service operations.

Key Responsibilities

Service Desk & Ticket Management

• Act as first point of contact for incidents, service requests, NSSRs, and tasks
• Log, triage, prioritise, and manage tickets using ServiceNow
• Ensure tickets are accurately recorded, categorised, and updated
• Monitor ticket progress and proactively chase updates to meet SLAs
• Escalate issues to technical teams or Service Manager when required.
  

 

Customer & Stakeholder Communication

• Provide clear, timely updates to end users throughout the service lifecycle
• Build positive working relationships with users and internal stakeholders
• Promote a customer‑focused culture aligned with “Our Customer, One Roc”

Performance, Reporting & Documentation

• Monitor SLA and KPI performance, identifying trends and recurring issues
• Maintain knowledge articles, known issues, and service documentation
• Support weekly, monthly, and quarterly service performance reporting
• Assist with operational reports, presentations, and compliance activities

Continuous Improvement

• Contribute to improving processes and standard operating procedures
• Participate in service reviews, training, and team meetings

What We’re Looking For:

Essential

• Experience in an administrative, coordination, or support role (minimum 1 year)
• Understanding of IT service environments and operations
• Strong organisational skills and attention to detail
• Clear and professional communication skills
• Confident using Microsoft 365 (Excel, SharePoint, Teams)
• Experience using ServiceNow or a similar ITSM platform

Desirable

• Knowledge of ITIL processes (Incident, Problem, Change)
• Understanding of IT infrastructure (networks, servers)
• Experience working in a managed service or service desk environment
• Ability to analyse service metrics and support process improvements

Personal Attributes

• Highly organised and methodical
• Proactive and self‑motivated
• Customer‑focused with a collaborative approach
• Adaptable and resilient in a changing environment
• Trusted to handle confidential information
• Keen to learn and develop within service operations