IT Service Administrator

The IT Service Administrator, as part of CGT Catapult’s in-house IT department, is a site-based role located at our Stevenage office, working as part of our corporate-wide IT Service Desk function. The IT Service Administrator provides Level 1 support to CGT Catapult employees and external Collaborator organisations, providing break-fix incident resolution and service request fulfillment in a timely & professional manner.

The IT Service Administrator is a customer service-based role, providing a centralised first-point-of-contract for end users into IT. The IT Service Administrator must be customer focused, being able to provide professional engagement with end-users via the IT Service Desk portal, telephone or face-to-face contact.

Key Accountabilities:

Relationships and Engagement - Stakeholder Management

Customer Service Support:

  • Support the IT Service Desk Manager in delivering a first-class IT service provision to end-users, via a consistently professional approach.
  • Respond to common requests for IT service, following agreed procedures, providing required information to end-users to enable fulfilment.
  • Maintain accurate records, ensuring end-users are kept informed of progress, following agreed procedures and logging actions taken.

Delivery & Operation – Service Management

Incident Management:

  • Identify, register & categorise incidents in line with CGT Catapult IT procedures.
  • Complete appropriate, Level 1, incident resolution of IT services for end-users.
  • Gather information to enable incident resolution and prompt allocation of Level 2 problems to appropriate technical support teams.
  • Maintain accurate records, in line with CGT Catapult IT standard and as directed.
  • Identify and support improvements to the IT incident management processes to maintain desired level of maturity against ITIL standards.

Delivery & Operation – Security Services

Security Operations:

  • Operate and administer processes to grant access to physical assets, locations, system access rights and privileges, to provide secure access to information services.
  • Perform audit and validation of existing user rights to IT systems or services.
  • Operate the IT activities to support the corporate Joiners-Movers-Leavers process, in accordance with CGT Catapult IT and regulatory procedures.

Delivery & Operation – Technology Management

Configuration Management:

  • Administer, track, log, report on and correct issues with technical components of any core enterprise IT Service.
  • Support physical, or record-based, audits to maintain accuracy of information held on any technical component of an IT service, enabling IT CMDB updates.

Systems Installation & Removal:

  • Perform simple installations, replace consumable items or check correct working of installations, in accordance with CGT Catapult IT procedures. Advise colleagues of work progress and assist end-users, as required.
  • Document, and report on, work done in accordance with CGT Catapult IT standards and procedures.
  • Contribute to the investigation and resolution of problems and faults concerning the installation of hardware and/or software.

Development and implementation - Content management

Knowledge Management:

  • Maintain accurate, professional, documented IT administration work instructions or end-user guidance materials.
  • Understand CGT Catapult IT Services and end-user communities, to ensure knowledge articles are fit for purpose and provide relevant content.

Experience:

  • Previous experience in a customer service support role, at Level 1, or has gained experience as a competent user of computer systems.
  • Previous experience working in a 1st line IT support role within a mature IT Service Management environment.
  • Understanding of IT on-premise infrastructure and provision of IT cloud-based services.
  • IT literacy, including extensive recent use of Word, Excel and email.

Knowledge / Skills / Competencies:

  • Highly motivated, pragmatic and practical to support the mission of the Cell and Gene Therapy Catapult to accelerate the development of a commercial cell and gene-based therapy industry in the UK.
  • High level interpersonal, communication (oral and written) skills.
  • Ability to work well under pressure, to work independently and to be able to take the initiative when completing tasks.
  • Ambitious, collaborative, driven.
  • Comfortable operating autonomously once goals and objectives are set.
  • Accurate with strong attention to detail.
  • Ability to quickly establish credibility and build rapport and trust.
  • Sharing enthusiasm and motivation for one’s work with colleagues as well as inspiring others with their passion and energy.
  • Proven ability to engage constructively with colleagues at all levels across different departments to deliver objectives and to respond to a wide range of customer and management needs.
  • A positive attitude towards learning, personal and professional development.
  • Keeps up to date with professional knowledge, expertise and best practice.
  • Willingness to travel.

Education / Qualifications:

  • Secondary education (to A level, International Baccalaureate or equivalent) or Diploma in IT.
  • IT Service Management - ITIL Foundation certification (desirable).
  • IT Professional Certifications - CompTIA A+ (desirable).