Service Desk Administrator
Full time/part-time; permanent
Our Service team are at the heart of ensuring our clients and colleagues enjoy the best experience when they need technical support from Vanti. The team interact directly with clients to fix a broad range of technical issues from our Birmingham HQ, remotely and on client sites. We’re looking to grow our team and find someone who will work collaboratively alongside the Service team to provide day-to-day support and coordination of the team and help us to deliver an excellent standard of service.
We are now looking for an organised and bright self-starter who can take on these responsibilities ultimately helping our Service team to continue to deliver exceptional experiences for existing and new clients.
We expect you’ll spend much of your time:
Maintaining an overview of the service desk and following up with assigned tasks and requests with the team to ensure that service levels agreements are met
Logging support tickets to our service desk platform for incoming issues from clients or the wider Vanti team
Delegating and escalating tickets to team members and third-party suppliers
Supporting the team by arranging meetings, taking notes, collating and sharing feedback, and assigning actions
Working with our Field-ops team to coordinate the Service team’s availability for site visits and projects
Liaising with clients to schedule health checks and reviews as part of their service agreements
Communicating with the team to ensure that the service desk has coverage at all times
Keeping tabs on our monitoring systems and flagging any issues with the team to keep downtime to a minimum
Working alongside our Sales, Procurement, and Finance teams to ensure the work Service are doing is correctly accounted for and clients are being billed accurately
Helping to prepare for and organise team days
Supporting the Service Team Integrator with improvement tasks and projects so we can work more effectively
What your responsibilities will look like:
Liaising with Sales, Procurement, and Finance teams to keep on top of Service billing
Documenting detailed meeting notes and tasks, following up and delegating actions out to the team
Liaising with the team internally to gather availability for candidate interviews
Coordinating the onboarding of new service team members
Updating the internal resource tracker
Collaborating with the team to create road maps and internal service improvement processes
Carrying out weekly support desk ticket reviews
Flagging any outstanding support tickets and following up with the delegated assignee to chase for a timely response
Closing off completed tickets
Following up with a summary of the review to be shared internally with the team
Coordinating Service team days, meetings, internal 1:1s, and booking in 4,8,12-week reviews for new team members
Coordinating the creation and updating of documentation for internal and end users
Liaising with the team to ensure there is coverage of the service desk during our hours of operation
You should apply if:
You’re exceptionally well organised and great at multi-tasking
You’re a brilliant communicator (both written and verbal)
You’re proactive and will actively take the initiative
You love supporting other people and helping them to do what they do best
You thrive in busy environments and are comfortable spinning a number of plates at once!
You’re not afraid to try out new things, make mistakes and learn by doing. If thrown into the deep end, you swim every time (even if it is only doggy-paddle!)
You want to work with people who love what they do, every day and be part of a team who are continually sharing ideas with each other and learning
You want to have the chance to impact the company’s growth and evolution
You have an interest in tech – this isn’t a technical role, but it would help if you’re already a bit of a fan of technology and are keen to learn! You’ll never be expected to solve a support ticket, but it’ll help you to delegate if you can (eventually) work out what field an issue is in and match it to team members’ skills.
You’re excited by what we do!
The interview process will consist of an initial introductory telephone screen getting to know you a little more and sharing more detail about the role. There will then be 2x face-to-face interviews which we try and do in one day, but where diaries prove a little tough to match up, may have to spread out over different dates. Please advise us at the beginning on as much of your availability and preferences as possible.
All career development plans are tailored to every individual. We don’t believe in the career ‘ladder’ – we believe personal and professional development is complex and on-going, so we will continually look to support you in both your learning and which roles and responsibilities you’d like to take on.
If this sounds like something you want to know more about, please email Danniie, our Talent Coordinator at firstname.lastname@example.org and she’ll be happy to answer any queries or questions you may have.