We are looking to hire a strong, customer-focused administrator to a newly created role in our Technology Operations Centre (TOC). Being a conduit between internal service users and the TOC team, you will triage and respond to JIRA tickets and enquiries, allocating work across the team of engineers to deliver a seamless, responsive and timely service. 

• Assign and dispatch Technology Operations Centre team members to respond to IT support requests.
• Monitor ticket queues and ensure timely allocation of resources.
• Escalate tickets to the relevant technical teams when necessary.
• Serve as the main point of contact for users seeking IT support.
• Keep users regularly updated on the status and progress of their requests.
• Ensure all communications are clear, professional, and customer focused. 
• Track and manage support requests using service desk systems.
• Maintain accurate records of user interactions and ticket status.

We are a Disability Confident Employer, which means that we are actively working to ensure that candidates with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace.

• Previous experience in a customer service, administrative, or coordination role
• Experience working in a busy office or customer-facing environment
• Experience using Jira Service Management or similar ticketing system would be preferable but not essential
• Outstanding interpersonal and communication skills
• Strong organisational and time management abilities
• Ability to manage multiple priorities and work effectively under pressure.