IT Servicedesk Administrator

Reports to: Group Head of ICT Infrastructure

Job Purpose

As a key member of the Group ICT Infrastructure team, the ICT Service Desk Administrator provides first‑line triage, coordination, and administration of service desk activities.

The role ensures all incoming requests are logged accurately, prioritised effectively, and assigned correctly, while supporting procurement processes and maintaining hardware/software inventory across the organisation.

This position is essential in delivering a high‑quality user experience and ensuring efficient ICT operations through proactive ticket management, stock handling, and administrative support.

• Adherence to all organisational policies, management systems and standard operational procedures, including legal responsibilities in relation to Health, Safety, Environmental and Quality.
• Work positively to develop and foster good working relationships with colleagues and contracted personnel to maintain a culture of mutual respect and dignity.
• Represent the organisation in a positive way as to avoid the damage of corporate image or bringing the company into disrepute.
• Promote and display the Epwin Core Values.

• Act as the first point of triage for all incoming ICT incidents and service requests.
• Ensure all tickets are accurately logged with sufficient detail, correct classification, and appropriate priority.
• Assign tickets to the correct divisional support groups or escalated where necessary.
• Monitor ticket queues to maintain SLA compliance and proactively chase updates when required.
• Provide users with updates on request progress, ensuring clear communication and customer satisfaction.
• Identify recurring issues and escalated trends to Group Head of ICT Infrastructure for review.
• Assist in creating and updating Service Desk knowledge base articles, FAQs, and user guides.

• Manage the end‑to‑end procurement process for ICT hardware, software, and peripherals.
• Raise purchase orders, liaise with approved suppliers, and track orders through to delivery.
• Maintain up‑to‑date stock levels for hardware, consumables, and critical spares at relevant sites.
• Issue equipment to users and ensure all assets are recorded in the organisation’s asset management system.
• Monitor licensing allocations and renewals, ensuring compliance with vendor requirements.
• Assist with the lifecycle management of ICT assets, including receiving, registering, retiring, and disposing of equipment in line with policy.

• Provide basic first‑line support where appropriate (password resets, account unlocks, simple troubleshooting).
• Ensure adherence to ICT security policies when issuing equipment, software, or access rights.
• Support onboarding and offboarding processes regarding equipment allocation and returns.
• Assist with administrative tasks for ICT audits, inventory checks, and compliance activities.
• Work collaboratively with technical teams, escalating issues requiring higher‑level expertise.

• Experience working within an IT Service Desk or administrative support environment.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Excellent communication skills, both written and verbal.
• Familiarity with ITIL‑aligned service desk processes (incidents, requests, triage).
• Basic understanding of IT hardware, software, and peripheral equipment.
• Experience with procurement processes and supplier interaction.
• Capable of maintaining accurate records, stock systems, and asset registers.
• Customer‑focused approach with a commitment to high‑quality service.
• Proficiency with Microsoft 365 applications (Excel, Outlook, Teams, Word)

• Service Desk tickets triaged and assigned within agreed time frames.
• Accuracy of ticket logging, categorisation, and prioritisation.
• Procurement requests processed promptly, and stock levels maintained effectively.
• Positive feedback from users, peers, and management.
• Adherence to service level agreements and operational procedures.
• Contribution to continuous improvement of Service Desk processes.

• Organised &…