Tech Services Ticket Administrator - #2068413

ABOUT MJ QUINN

MJ Quinn Integrated Services Ltd is a UK-based company specialising in delivering end-to-end infrastructure services across multiple industries, including telecommunications, utilities, and mechanical and electrical engineering. Established with a commitment to quality and innovation, MJ Quinn provides tailored solutions that integrate design, installation, maintenance, and project management. The company partners with leading organisations to execute complex projects, leveraging cutting-edge technology and a skilled workforce to ensure efficient and reliable service delivery. MJ Quinn’s customer-focused approach and dedication to sustainability have solidified its reputation as a trusted provider in the infrastructure services sector.

DEPARTMENT OVERVIEW

At MJ Quinn, technology is a business enabler — not just a support function. Our Technology Services Department supports around 5,000 colleagues across multiple locations, platforms, and workstreams, ensuring our people have the tools, systems, and support they need to succeed.

We have full ownership of our Microsoft modern workplace estate, including Microsoft Dynamics, giving us the autonomy to design, improve, and innovate rather than simply maintain. This is a forward‑thinking environment where technical expertise is trusted, continuous improvement is encouraged, and high standards matter.

JOB OBJECTIVE

The Tech Services Ticket Administrator plays a crucial role in ensuring the efficient and effective handling of Tech Services requests within the organisation. This position is responsible for managing the ticketing system, triaging incoming issues, ensuring issues are accurately document and progressed within SLA’s and coordinating resolutions with technical staff. The administrator acts as a central point of contact for employees experiencing technical difficulties, maintaining accurate records and facilitating timely support responses.

MJ Quinn is committed to continuous personal and professional development. You’ll be fully supported through our training enablement programme, giving you the freedom to learn, upskill, and pursue relevant technologies and certifications. If you’re motivated, curious, and willing to invest in your own development, you’ll have the backing to learn and grow your expertise.

Working closely with colleagues across Tech Services and the wider business, you’ll act as a trusted point of contact — combining communication excellence with a pragmatic, service‑focused approach that supports MJ Quinn’s objectives.

KEY ROLES AND RESPONSIBILITIES

• Monitor and manage Tech Services tickets, ensuring all requests are logged, prioritised, and assigned appropriately.
• Communicate with users to clarify issues and provide initial troubleshooting guidance.
• Collaborate with IT technicians, escalating complex problems and tracking progress towards resolution.
• Maintain detailed records of ticket history, resolutions, and user communication in the ticketing system.
• Generate regular reports on ticket trends, response times, and outstanding issues for management review.
• Contribute to the development and improvement of Tech Services processes and documentation.
• GDPR and SAR Request handling

PERSON SPECIFICAITON

• ITIL Foundation Certification preferred, strong knowledge essential.
• Knowledge of PRINCE2 Methodologies
• Strong organisational and communication skills, with an ability to manage multiple tasks simultaneously.
• Experience using Service Management ticketing systems and familiarity with common Incident Management processes, Change Management processes
• Basic technical knowledge of computer hardware, software, and network troubleshooting.
• Ability to work well under pressure and maintain professionalism when assisting users.
• Attention to detail and commitment to maintaining accurate records.

TERMS AND CONDITIONS

Working Conditions

Details

Department

IT

Reports to

IT Manager

Hours of Work

09:00am – 17:00pm / Monday – Friday

Rate of Pay

£30,000 - £32,000

Work Location

Knowsley (Soon to be relocating to L24)

Travel Requirements

No

Holiday Entitlements

33 days inclusive of bank holidays

Benefits

Full Benefits Package

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.