Helpdesk Administrator - IT MSP

My client in the IT MSP industry is looking for a highly organised, detail-oriented and proactive Helpdesk Administrator to join their team.  The role combines service desk coordination, client liaison, ticket triage and revenue assurance functions to ensure exceptional client service and operational effectiveness. The ideal candidate will be alert, switched on, customer-focused and comfortable working in a fast-paced technical environment.  While this is not a technical support role, an understanding of IT services and terminology shall be advantageous. Key responsibilities shall include, but not to be treated as an exhaustive list:- Service desk administration:

• Log, categorise and prioritise incoming support requests. • Monitor ticket queues and ensure adherence to service level agreements (SLAs). • Perform initial ticket triage and assign tickets to the appropriate technical teams. • Follow up on outstanding tickets and communicate updates to clients. • Escalate critical incidents where necessary. Client liaison:

• Act as the primary point of contact for client service-related enquiries. • Maintain professional and positive client relationships. • Provide clients with timely updates regarding service requests and incidents. • Coordinate communication between clients and internal technical teams. • Assist with client onboarding and service administration activities. Revenue assurance:

• Review service tickets for billable activities. • Ensure accurate allocation of billable hours and services. • Assist with timesheet verification and service reconciliation. • Identify missed billing opportunities and discrepancies. • Support monthly invoicing processes through accurate administrative controls. Reporting and administration:

• Maintain accurate service desk records and documentation.
• Prepare operational and service-related reports.
• Assist with contract administration and service tracking.
• Support continuous improvement initiatives within the service desk function.