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Service Desk Administrator, Leeds

Salary: £23,500 - £25,000 per annum, depending on experience

Closing Date:

We now have an excellent opportunity for an experienced and motivated Service Desk Administrator, with a minimum of 2 years’ experience, to join the fast-paced team in Leeds.

The position:

  • Permanent, full-time
  • 40 hours per week

Gough and Kelly value hard work and commitment, and in return, we are committed to giving back to our employees. We have an excellent and ever-growing benefits package to set you on the right path from the day you join us:

  • Enhanced sick pay
  • Holiday entitlement – increasing to 24 days, with length of service, plus 8 bank holidays
  • Employee Assistance Programme (EAP)
  • Private Healthcare Scheme (with length of service)
  • Employee Benefits Programme (with length of service)
  • Ongoing training
  • Pension Scheme
  • Cycle to Work Scheme
  • Company social events

Main duties:

  • To answer, handle and direct customer, supplier and staff queries via email and telephone and to keep customers informed throughout the entire process.
  • To order remote monitoring equipment and ensure a seamless process from start to finish.
  • To handle customer queries regarding monitoring of intruder alarm systems.
  • To promptly notify customers via telephone or email when their signalling experiences no response.
  • To monitor units experiencing line failures, coordinator remote investigation methods or engineer attendance as required.
  • To effectively manage the police response procedure, conducting regular audits of Unique Reference Numbers (URN) to ensure optimal system management.
  • To regularly update the health check summary in collaboration with Custodian Monitoring services, ensuring accurate and up-to-date information.
  • To carry out false alarm management, including completing the 3 in 30-day report weekly, to reduce the number of false alarm.
  • To monitor the queries spreadsheet ensuring that the CASH database is up to date.
  • To assist the service team in ensuring the efficient and smooth day-to-day operation of the service department.

The ideal candidate will possess the following:

  • At least 2 years’ experience in a similar role
  • Experience with CASH or similar systems is desirable
  • Excellent verbal and written communication skills
  • Strong customer service skills
  • Good teamwork skills
  • Advanced IT skills, including Word and Excel
  • Technical knowledge of CCTV, intruder alarms and access control systems is desirable

Gough and Kelly are an equal opportunities employer. We are committed not only to our legal obligations but also to the positive promotion of equality of opportunity in all aspects of employment.

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