Service Desk Administrator

Key Responsibilities

• 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
• 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”
• 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
• 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