About The Role

Magdalene operates as a Telecommunication Infrastructure Services Company and is part of the Telecom Division of M Group Services. Covering the full network lifecycle, we deliver Managed Services and Projects for both fixed and mobile infrastructure networks across the operator and utility markets.

We are looking for a Service Desk Administrator to be part of our Service Team, working in our 24x7 Service Management Centre in St Ives, Cambridgeshire.

What will you be doing?

In this full time, permanent role, you will be part of a team working on a 24x7 shift pattern providing service support to our customers, from receipt of issue through to resolution. You will be scheduling and allocating work and providing excellent support to our engineering teams to enable customer updates and timely issue resolution.

This role will fit within Magdalene’s Service Management team where the pace is fast and no two days are the same. You will work collaboratively with our customers, field engineers and network management teams to ensure end to end ownership and to meet SLA’s are met.

What will your key responsibilities be?

  • Receiving customer requests / tickets and raising cases on our CRM – Field Service Lightening
  • Providing regular updates to external customers on the progress of faults
  • Prioritising each fault to meet SLA’s including resource management
  • Meeting our customer’s SLA’s within the contracted timescales
  • Controlling and directing our field engineers and spares deliveries
  • Tasking and tracking the work of our Technical Support Services team
  • Ensuring all Planned Preventative Maintenance is complete
  • Providing ad hoc reports as required to senior colleagues and customers
  • Ensuring our Field Engineers complete outstanding fault reports
  • Maintaining internal reports following engineer visits
  • Arranging and coordinating access for various suppliers providing services

What competencies are we looking for?

  • Excellent communicator both written and verbal.
  • Outstanding customer service skills; you are someone that our customers and your fellow colleagues can rely on to ensure work is completed to the highest standard.
  • A positive attitude to overcome any obstacles that come your way, allowing you to build lasting relationships with our customers and engineers.
  • Helpful individual who always uses their own initiative to solve tricky problems.
  • Working under pressure and meeting tight deadlines.
  • Computer literacy (including Excel and Outlook) is essential for this role and you must be enthusiastic at learning new products, systems and processed.

If you get a buzz out of building relationships and priding yourself on excellent customer service and being the first port of call for when our customer need us, we want to hear from you!

About The Company

Why choose us?

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

  • 25 days annual leave
  • Access to our staff discount portal
  • Enrolment into our pension plan
  • Free flu jabs each October
  • Group life assurance


As a member of the Disability Confident Scheme we welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.

As a bronze award holder under the Armed Forces Employer Recognition Scheme, we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.