Service Desk Administrator

Description

• Uphold GDPR and data protection standards when handling operational and customer information.
• Actively monitor shared inboxes, telephone lines, and ticketing systems throughout the working day to ensure timely responses.
• Verify engineer compliance, including certifications, training records, and mandatory equipment.
• Support the reporting and logging of near misses and incidents, liaising with SHEQ teams as required.
• Provide a high standard of customer service by resolving enquiries promptly, professionally, and effectively.
• Log, assess, prioritise, and manage tickets in accordance with United Infrastructure processes and customer SLAs.
• Support the coordination of emergency call-outs and operational escalations when required.
• Escalate high-priority incidents, risks, or service issues in line with agreed escalation procedures.
• Serve as the primary point of contact for all service requests, incidents, and operational enquiries from internal teams, clients, and field engineers.
• Deliver clear, accurate, and timely communication to clients, project managers, supervisors, and engineering teams.
• Maintain and update operational systems to ensure accuracy of asset records, job statuses, and service information.
• Ensure all assigned works comply with United Infrastructure safety standards, permit-to-work processes, and client requirements.
• Assist in the production of operational and performance reports, including SLA compliance, ticket volumes, and key performance indicators.
• Contribute to continuous improvement initiatives by identifying process inefficiencies or data inconsistencies.
• Identify and highlight recurring issues, trends, or service gaps to operational management.
• Track live jobs and provide timely updates on progress, delays, and completion milestones.
• Maintain accurate and comprehensive job records, including site information, access requirements, safety documentation, and progress updates.
• Allocate work orders to appropriate engineering teams or subcontract partners, taking into account skills, compliance, location, availability, and urgency.
• Liaise closely with resource managers and operational leads to ensure adequate coverage for both planned and reactive works.

Requirements

• Excellent communication skills with a clear focus on customer service and stakeholder engagement.
• High level of attention to detail, with a strong emphasis on data accuracy and record integrity.
• Proficient in Microsoft Office and familiar with operational or service management systems such as CRM, ERP, or job management platforms.
• 4 days in the office 1 day WFH
• Previous experience in a service desk, coordination, dispatch, or administrative role within infrastructure, construction, engineering, utilities, or telecommunications environments.
• Strong organisational skills with the ability to manage multiple priorities effectively in a fast-paced setting.

Benefits

• Health Cash Plan
• Bike to work scheme
• Company pension
• Wellness programmes
• Life insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance