Helpdesk Administrator

Helpdesk Administrator

Location:

Rochester - Full time in the office (Monday to Friday) (Parking available)

Working hours:

Attend Helpdesk between the hours of 08:00AM - 17:00PM on a rotational shift (08:00 - 16:00/09:00 - 17:00).

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Log, prioritise, and manage helpdesk tickets to ensure timely resolution of IT issues.
• Troubleshoot hardware, software, network, printer, and email problems for end users.
• Install, configure, and maintain desktop computers, laptops, mobile devices, and peripheral equipment.
• Support user account administration including password resets, permissions, and access requests.
• Escalate unresolved technical issues to second‑line support or specialist teams when necessary.
• Maintain accurate records of incidents, service requests, and technical solutions within the helpdesk system.
• Assist with onboarding and off‑boarding processes including device setup and account creation.
• Provide remote support and guidance to users on IT systems and applications.
• Monitor IT equipment inventory and coordinate repairs or replacements where required.
• Ensure compliance with company IT policies, security procedures, and data protection standards.
• Contribute to the creation and updating of technical documentation and user guides.
• Support software installations, updates, and routine system maintenance activities.
• Deliver excellent customer service while communicating technical information clearly to non‑technical users.
• Work collaboratively with IT teams to improve support processes and service efficiency.

Good working knowledge of IT systems to include word, excel and database. Office and administration with previous data‑input experience. Previous experience of working in an environment with a high level of customer contact.

Good communication skills and the ability to get on with people at all levels. Able to work using own initiative and judgement as part of a team.

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.