Job Description

As the Helpdesk Administrator, you will be responsible for all aspects of Service Ticket Management from the raising of tickets both internally and with our providers, queue management through to logistical management including arrangements to enable engineering access to any of our facilities across the EMEA Region. You will also manage the overall ticket close out process, verify invoicing and will provide statistical data for ongoing reporting.

This is not a technically focused role – although any exposure to Security Access Control / CCTV Solutions would be beneficial.

How you will make an impact as a Security Helpdesk Administrator:

• Primary responsibility is the Administration of the EMEA Security Systems APEX ticketing system:
  • Ticket creation internally
  • Ticket creation with VAR’s
  • Liaison with facility site hosts / SOC’s
  • Liaison with VAR / Engineers to arrange repair works
  • Ticket close out – issuance of close-out codes
  • Management of call queue
  • Verification of invoicing
• Ticket Resolution:
  • Completes internal call triage
  • Completes internal close out of issues where possible, and distributes tickets to the internal GPS Systems Team for further investigation
  • Liaises with REF / local site contacts arranging engineering attendance
• Reporting:
  • Assists Senior Management with the monthly provision of door usage statistics
  • Develops ad-hoc reporting as requested by the wider EMEA GPS Team
  • Provides Bi-Weekly overview report to Senior Management.
• Management of internal Project File Store
• Any other duties as directed by the EMEA Region Security Systems Service Manager.

Benefits:

• Paid holiday, company pension and life assurance scheme
• Discounted gym membership
• Wellness advice and support
• Cycle to Work Scheme
• Car lease and new car purchasing schemes
• Employee discounts and cashback savings across hundreds of your favorite high street brands, online shopping, holidays, and days out.
• City & Guilds accredited training program for professional and personal development
• Support to gain your SIA license

Required Knowledge, Skills, and Abilities

2 years’ experience (min) of working within and administering a helpdesk environment. Including close-out/invoicing/budget tracking. Right to work in the UK. Provide a 5 year checkable history. A good understanding of Lenel Access Control and CCTV systems is desirable but not required. Experience of working within the security industry is desirable but not required. Good computer literacy – highly proficient with MS Excel, Outlook, Word. Any support experience in the security field would be beneficial. Additional language skills over English is desirable.