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Technical Service Desk Support Administrator

Based at our Manchester HQ, we have an exciting opportunity for a well-rounded Technical Service Desk Support Administrator to join our rapidly expanding team.

Dakota Integrated Solutions

14 Jun 2023

Job Purpose:

The successful candidate for this role will work as part of the existing Dakota Integrated Solutions Technical Team to enhance our business internal IT and external customer support and service offering by working on both day-to-day support and service issues and sales-led project work on matters such as build, configuration and application development.

This role will require an enthusiastic individual with a well-rounded technical skillset, with any experience in AutoID and data capture solutions being a bonus. As part of this role a key attribute in the successful candidate will be the willingness and ability to build on and continually evolve technical skills and capabilities around our hardware and software solutions through regular training and development opportunities.

In addition to a solid technical base, the ideal candidate will show strength in customer support and administrative duties, working with the business’s ITSM service management system (FreshService) to action support calls either via web portal or email/telephone contact directly. The ideal candidate will understand the importance of excellent customer communication, satisfaction and working to time-based SLAs and objectives.

Finally, the role carries with it several administrative responsibilities and an appreciation of the updating of business systems for reporting purposes, working closely with the business’s Sales and Account Management Teams to work on and publish quotations for the repair, maintenance and replacement of hardware and software solutions provided to our customers.

Summary of Duties and Responsibilities:

  • Work as a technical resource on the build, configuration and support of customer and internal assets and solutions such as printers, mobile devices and software solutions (SAAS) of varying platforms and technologies
  • Provide in-office technical support on a broad range of systems/solutions such as active directory account management, exchange email administration, Windows OS support, printer configuration and more
  • Work as a designated technical resource on project works within specific timescales to support the Sales Team in delivering solutions to agreed timeframes (e.g. staging of hardware, installation of software etc)
  • Work effectively as a team member with existing team members to build knowledge of our customer base and solutions and to develop technical skills to increase capability of developing and supporting business systems and solutions
  • Work as part of the Dakota Team’s helpdesk on incoming customer support requests received via web portal, telephone and email as part of the business’s managed service offering, following standardised helpdesk processes
  • As part of the business’s managed service offering, triage and work to resolve and close support tickets of varying fault types, include software and hardware related issues and close calls within SLA
  • Process RMA repair request manufacturers and arrange for the repair and return of customer assets
  • Manage internal stock of software licenses and hardware, ensuring that stock such as demo equipment and customer buffer stock is effectively managed and accounted for in business systems to report on status
  • Effective reporting of key business metrics associated with BAU service delivery and project works as required by the business
  • Working with Sales/Operations to prepare commercial quotations on hardware/software solution maintenance and support elements and, using a mixture of your own knowledge of technology and knowledge available from within our partner/distribution network, use initiative to derive the correct course of action in relation to repairs, replacement, service and maintenance matters as required
  • Liaise effectively with colleagues and business partners where appropriate to escalate issues which cannot be resolved independently, owning the incident management until resolution, updating the customer throughout the process
  • Document customer support and device build/config instructions to help shape the business’s documentation index
  • Escalate any issues fulfilling customer support obligations to Dakota Management in order to address

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.


Minimum Knowledge, Skills and Abilities Required:

  • Broad knowledge of technology and IT Skills, including mobile device technology (Android etc), and Microsoft Windows Administrative Tools (e.g. Active Directory, Microsoft Office 365, MS Exchange etc)
  • Proven analytical and problem-solving abilities
  • Excellent communication skills, confident when communicating with internal colleagues and external customers
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Excellent written, oral, and interpersonal communication skills
  • Highly self-motivated and directed
  • Keen attention to detail
  • Team-oriented and skilled in working within a collaborative environment
  • Experience with the FreshService/Freshworks ITSM system is a bonus, but not essential
  • Any experience in application development whether code or GUI/RAD based would be favourable, but not essential

Occasional travel to customer sites may be required


Personal Attributes:

  • 37.5 hour working week, with candidate being flexible for out of hours/on call work where required and requested
  • A keen interest in IT and current technologies
  • Self-starter, with ‘can do’ attitude
  • Willingness and ability to learn and develop new skillsets, and enhance existing skillsets both independently and as part of set out training
  • Able to work both independently and as part of a team
  • Excellent communication skills and customer service work ethic/presentation
  • Ability to work to timescales while remaining focused on key priorities


To apply for this position, please send your CV to info@dakotais.co.uk.

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