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Hiring a digital helpdesk administrator

About Pedalo

We’re a London-based agency partnering with ambitious clients to help them reach their digital and business goals.

We do digital differently – offering flexible on-demand expertise where you pay for exactly what you need, when you need it.

Employing a range of digital experts, we keep things straightforward and joined-up – providing you with a single point of contact, long-term strategic thinking and guaranteed business value. We rely on the quality of our work and customer care to keep clients coming back, with most clients staying for years and undertaking multiple projects with us.

We’re proud to be a BBC Digital Framework Supplier, a recognised Crown Commercial Services Provider and a Drupal Association Member. We’re also listed as one of DesignRush’s top 25 web agencies for 2019. With our wide range of services and results-driven approach, we’re your ideal digital partner in today’s challenging technological world.

Following a long period of growth within the company, we are looking to recruit someone in the role of digital helpdesk administrator at our offices based near Westminster, London.

About the role

As digital helpdesk administrator you will be working closely with client account managers and directors translating requirements from our clients into tasks to be performed by the software development team located in-house and remotely.

Your primary role will be to provide the development teams with clear instructions to deliver the requirements of our clients. Within this role, you will be expected to:

  • adhere to and promote strict processes for all production activities
  • create the schedule of work for ready for development
  • set the order of completion of tasks based on information provided to you by account managers/directors
  • monitor tasks in development to mitigate overrun
  • quality assure the output from the development team
  • ensure completion of records for data quality
  • provide feedback/escalate issues on tasks to account managers/directors
  • respond to feedback from account managers/directors
  • escalate technical issues
  • monitor inbound support email requests
  • maintain regular schedules of tasks
  • monitor development skill levels to highlight where skills are required
  • create and maintain knowledge base for general reference

Success in this role is dependent on managing the output from technical resources so a technical understanding will be an advantage but not completely necessary as the role is not to perform technical activities. The technologies used are:

  • Trello
  • General www workings such as ssl, api, dns …
  • Drupal CMS
  • WordPress CMS
  • SQL databases
  • PHP
  • Linux OSs
  • Command line/Terminal
  • Google Analytics
  • IP Networking
  • HTML/CSS
  • JS Frameworks
  • CMS/Website hosting
  • JSON/REST/XML

This is not a hands-on technical role. This role is to manage technical production output as efficiently as possible. Communication is primarily using Trello with some face-to-face interaction with internal colleagues.

How to Apply

If this role is of interest to you, working at Pedalo is of interest to you and you have the skills and experience to help grow an already successful company, let us know by sending your details to work@pedalo.co.uk