Help Desk Administrator

Job Title: Help Desk Administrator

Location: Chiswick – Office based then hybrid once passed probation

Salary Range: £30,000 - £36,000

Are you an experienced IT professional looking for an exciting role that offers flexibility and the opportunity to make a significant impact across a dynamic, international organisation? Our Client is seeking an Help Desk Administrator to manage IT systems across the UK and Europe, ensuring seamless operations and driving innovative IT solutions.

About the Role

Based in the Chiswick office with a flexible hybrid working arrangement (3 days in the office and 2 days from home once fully trained), the Help Desk Administrator will be the go-to expert for IT support across the UK, European, and Cargo offices. In this role, you’ll ensure the smooth operation of IT systems while collaborating with the company’s headquarters to implement key IT initiatives. From software distribution to network management and user support, this position offers a wide range of responsibilities and opportunities to contribute to the company’s technological advancements.

Key Responsibilities

1. Single Point of Contact for IT Support & Initiatives

• Provide IT support to staff across the UK, Europe, and Cargo offices, resolving technical issues and ensuring smooth operations.
• Act as the primary liaison with HQ in Singapore for UK/Europe IT matters, participating in quarterly updates and strategic initiatives.
• Drive IT Infrastructure Services (IFS) projects and gather feedback from staff to enhance system functionality.
• Manage the procurement of IT products and services, ensuring timely processing of invoices.

2. Software, Hardware & Network Management

• Oversee software distribution, Windows updates, and manage trial PCs.
• Ensure compliance with audit requirements for software, hardware, and admin rights, and manage LAN connectivity for devices.
• Handle Wi-Fi access points and server infrastructure in the Chiswick office, maintaining system security, backups, and file sharing.

3. User, Access & Directory Management

• Support the creation and management of Windows accounts, email, VPN access, and application IDs for staff and non-staff.
• Manage annual ID renewals and lead the ID recertification process across Europe.
• Collaborate with Field Engineers and escalate unresolved issues to ensure smooth service delivery.
• Manage Outlook distribution lists, shared mailboxes, and security groups.

4. IT Administration

• Maintain detailed inventory of IT equipment for the Chiswick and Heathrow offices, and act as BSP Administrator for the UK and Ireland.
• Process service requests for internet access, VPNs, and other IT needs through SQNow for UK/Europe stations.
• Manage content on Europe intranet pages and FAQs and update key administrative records.

5. Engaging in Projects

• Develop applications such as the UK APD Calculator and occasionally write macros for Excel to support office functions.

Experience & Qualifications

• Proven experience in IT support, with a proactive, problem-solving mindset.
• Knowledge of organizational protocols and procedures.
• Familiarity with SIA/Airline systems is advantageous, though a willingness to learn is key.