IT Administrator

IT Administrator
Location: Nottingham (Onsite)
Duration: 6 Weeks initially
Rate: £140, inside IR35

Key Responsibilities

• Act as the initial contact and triage point for all support queries.
• Identify and validate whether issues are related to the rollout.
• Guide users through agreed support documentation and user guidance to resolve common issues.
• Troubleshoot and resolve incidents that fall within the defined support scope and knowledge guides.
• Escalate more complex issues, unexpected device behaviour, or incidents outside of documented guidance to the Helpdesk for further investigation.
• Ensure accurate routing and handover of escalated tickets to maintain service quality and resolution times.
• Support users through telephony and digital support channels, ensuring a positive customer experience.
• Contribute to the management of a small international user population across regions including North America and Asia.
• Work closely with Service Management and operational teams to ensure effective call handling and escalation processes.
• Produce and maintain weekly performance and operational reporting for key stakeholders.
• Monitor support trends and identify recurring issues, risks, or improvement opportunities during the rollout.
• Assist in documenting and maintaining end-to-end support processes and customer journeys.
• Collaborate with customer, service desk, and technical teams to ensure a seamless deployment experience.

Key Skills & Experience

• Previous Service Desk, Helpdesk, or First-Line Support experience.
• Strong customer service and communication skills.
• Ability to follow defined support processes and troubleshooting guides.
• Experience triaging incidents and determining appropriate escalation paths.
• Comfortable working with multiple stakeholders and operational teams.
• Experience producing service reports and supporting operational governance.
• Strong attention to detail and ability to work effectively during large-scale technology deployments.

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.