Support Administrator – IT Team

JOB TITLE – Support Administrator – IT Team

LOCATION – Aylesford

Excellent and competitive Salary

About us

Winner of the PrintIT Awards for Employee Experience 2021, Apogee Corporation provide Managed Workplace, Managed Print and Managed IT Services with Europe's Largest Multi-Brand solution. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.

We are committed to our sustainability objectives and are involved in frequent community and charity initiatives to support our vision. We are passionate about diversity, equity, and inclusion with a culture of originality. Our recent investment of £250,000 in employee training and development highlights our commitment to investing in enhancing the skills, knowledge, and experience of our employees.

Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.

Job Purpose/Duties

The Helpdesk Administrator role is an exciting opportunity to join a fast paced and dynamic helpdesk environment, with a focus on customer service and exceeding customer expectations.

Responsible for scheduling and administration of our Technical Helpdesk to resolve issues with customer solutions, overseeing the UK and Ireland.

You will be the single point of contact to the customer and internal departments, for all incoming service requests, working alongside our Technical Helpdesk leadership team.

• Scheduling and planning a team of Helpdesk Technicians
• Completing relevant administration tasks
• Communicating with clients
• Triage calls for Technical Helpdesk
• Ensure initial response time targets are met in line with SLA’s
• Updating and maintaining service portals
• Internal communication with relevant departments but more specifically PS & Field Service teams
• Monitor Technical Helpdesk Inbox
• Monitor Freshdesk to ensure SLA’s are met
• Escalate service requests within agreed service levels

Experience & Skills Required

• Strong administration skills and fully conversant with Microsoft Word and Outlook
• Ability to work in a team and communicate effectively.
• Excellent time management & organisation skills
• Ability to work under pressure and to tight deadlines.
• Ability to cope with heavy workloads, to prioritise and multitask.
• Excellent communication skills, both written and verbal
• Adaptable and flexible to changing demands.
• An attention to detail and high level of accuracy
• An ability to communicate with people of all levels up to Board level.
• Experience in any type of Planning desirable but not essential

Benefits

• 33 days holiday including bank holidays
• Holiday purchase scheme
• Pension scheme
• Enhanced family friendly benefits
• Flexible working
• HP Employee Discount Programmes
• Employee Assistance Programme
• Cycle2work scheme
• Access to Apogee Learning Academy
• 2 days off per year for voluntary work
• Discounted Gym Membership

Please take the time to look at our excellent Glassdoor and Trustpilot reviews

Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options