Help Desk Administrator

Help Desk Administrator, University College London Hospitals

JOB TITLE: Help Desk Administrator
DEPARTMENT: Operations
REPORTING TO: Head of Service Delivery Management

Job Purpose

The help desk administrator is a member of the on Health team working under the direction of the Senior Help desk administrator to ensure service support is provided to the UCLH account.  The help desk administrator will be responsible for both service satisfaction and the Service reporting of the UCLH account.  This role has been designed to be predominately desk based.

Quantative Information

  • Responsible for  Production of Weekly reports against contractual requirements and KPI’s
  • Organise appointments with existing customers
  • Generation of Background info for invoicing
  • Ensure that Moves Adds and Changes are agreed and invoiced monthly
  • Maximise incremental revenue opportunities
  • Helpdesk operates efficiently
  • New Project assistance
  • Pricing review & revisions
  • Maintenance of the Service improvement plans

Job Accountabilities

Four Main Areas of Responsibilities:

  1. Service desk call handling
  2. Commercial input for invoicing
  3. Customer Relationship Management
  4. Project Management

1.  Service Desk Operations

  • Producing service reports, performance measurement reports, and internal management reports
  • Customer escalations, major incident reporting
  • Ad-hoc review meetings
  • Ensure accurate and timely management of tickets
  • Training on records and database management
  • Incident escalation
  • SLA Management and SLA Escalation
  • Contract Administration

 2. Commercial Management

  • Contract KPI monitoring and achievement (penalties)
  • Contract Profitability by catalogue items
  • Project control and change control
  • Contract Additions

 3. Customer Relationship Management

  • Peer to Peer

 4. Project Management

  • Project management of clients service/system/process implementation & upgrades
  • Coordination and support of project activity
  • Scheduling of resource to ensure timely deliverables

Key Challenges

  • Exceeding KPI targets
  • Managing customer escalations
  • Customer reviews
  • Performance reporting

Specific Job Knowledge, Skills and Experience

Qualifications Graduate calibre (formal qualifications are not required)

  • BSc 
  • Prince II Foundation  
  • ITIL Foundation

 Skills and Aptitudes

  •  Ability to resolve customer issues and escalate when necessary
  • Successful “in-life” contract management
  • Ability to deliver exceptional customer service


  • Proven experience working in a Service environment
  • Proven ability to perform within a target oriented environment
  • Experience providing outstanding customer service
  • Confident liaising at senior level and utilising excellent communication skills to build relationships, manage issues through to successful completion and overcome objections
  • Working knowledge of the Communications industry