Service Desk Administrator

roctechnologies· Managed Services
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📍 Reading, Berkshire, United KingdomFull Time

About this role

Service Desk Administrator


We’re looking for a Service Desk Administrator to support high‑quality service delivery across our network, infrastructure, and cabling teams. This is a key operational role, acting as the first point of contact for end users and ensuring ServiceNow tickets are logged, managed, and resolved efficiently within agreed SLAs.

Working closely with the Service Manager and Site Lead, you’ll help keep daily service operations running smoothly, providing clear communication, accurate documentation, performance monitoring, and proactive support to engineers and technicians.


If you are highly organised, customer‑focused, and comfortable working in a fast‑paced service environment, this is an excellent opportunity to grow your career within IT service operations.


Key Responsibilities


Service Desk & Ticket Management


  • Act as first point of contact for incidents, service requests, NSSRs, and tasks
  • Log, triage, prioritise, and manage tickets using ServiceNow
  • Ensure tickets are accurately recorded, categorised, and updated
  • Monitor ticket progress and proactively chase updates to meet SLAs
  • Escalate issues to technical teams or Service Manager when required.

 

Customer & Stakeholder Communication

  • Provide clear, timely updates to end users throughout the service lifecycle
  • Build positive working relationships with users and internal stakeholders
  • Promote a customer‑focused culture aligned with “Our Customer, One Roc”


Performance, Reporting & Documentation

  • Monitor SLA and KPI performance, identifying trends and recurring issues
  • Maintain knowledge articles, known issues, and service documentation
  • Support weekly, monthly, and quarterly service performance reporting
  • Assist with operational reports, presentations, and compliance activities


Continuous Improvement

  • Contribute to improving processes and standard operating procedures
  • Participate in service reviews, training, and team meetings


What We’re Looking For:


Essential

  • Experience in an administrative, coordination, or support role (minimum 1 year)
  • Understanding of IT service environments and operations
  • Strong organisational skills and attention to detail
  • Clear and professional communication skills
  • Confident using Microsoft 365 (Excel, SharePoint, Teams)
  • Experience using ServiceNow or a similar ITSM platform


Desirable

  • Knowledge of ITIL processes (Incident, Problem, Change)
  • Understanding of IT infrastructure (networks, servers)
  • Experience working in a managed service or service desk environment
  • Ability to analyse service metrics and support process improvements


Personal Attributes

  • Highly organised and methodical
  • Proactive and self‑motivated
  • Customer‑focused with a collaborative approach
  • Adaptable and resilient in a changing environment
  • Trusted to handle confidential information
  • Keen to learn and develop within service operations

Frequently Asked Questions

Is the salary disclosed for the Service Desk Administrator position at roctechnologies?
The salary for this Service Desk Administrator role at roctechnologies is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Desk Administrator position at roctechnologies located?
This Service Desk Administrator role at roctechnologies is based in Reading, Berkshire, United Kingdom. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Service Desk Administrator role at roctechnologies full-time or part-time?
This is listed as a Full Time position. It is posted as a Service Desk Administrator role in the Managed Services department at roctechnologies.
Which team or department does the Service Desk Administrator at roctechnologies belong to?
This Service Desk Administrator position is part of the Managed Services department at roctechnologies. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Service Desk Administrator position at roctechnologies?
Click the "Apply Now" button on this page. You will be redirected to roctechnologies's official application portal hosted on bamboohr where you can submit your application directly.
When was the Service Desk Administrator job at roctechnologies posted?
This Service Desk Administrator position at roctechnologies was posted on Apr 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Desk Administrator
roctechnologies
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