Salesforce Administrator

• Own and manage the Salesforce Freshdesk ticket queue as your core daily responsibility, meeting agreed SLAs
• Troubleshoot and resolve Salesforce issues efficiently and professionally
• Proactively call end users to clarify requirements and resolve issues quickly (not relying solely on email)
• Provide regular updates to users throughout the lifecycle of each ticket
• Produce reporting on ticket volumes, trends, and recurring issues where required
• Manage core Salesforce admin tasks including user setup, roles, profiles, permissions, and security
• Build and troubleshoot Flows (essential)
• Maintain reports, dashboards, and data quality standards
• Deliver end user training (1:1 and group sessions where required) to improve system adoption and user capability
• Create and maintain clear user guides and documentation to support training and knowledge sharing
• Support system improvements, testing (UAT), and documentation
• Collaborate effectively with the wider data and business teams

• Salesforce Certified Administrator (essential)
• Proven experience supporting Salesforce users in a ticket-based or service desk environment
• Comfortable managing a high-volume support queue in a structured, SLA-driven setting
• Familiar with ITIL principles and service management best practices
• Experience working within Agile ways of working (e.g., sprints, backlogs, prioritisation frameworks)
• Confident speaking directly with stakeholders and resolving issues over the phone
• Strong communication skills with a customer-focused mindset
• Comfortable delivering training to end users and explaining processes clearly
• Positive, proactive attitude and able to work effectively within a team
• Strong organisational skills and ability to prioritise competing requests
• Experience building and troubleshooting Flows (essential)

Exposure to SQL, SOQL, MuleSoft, or APEX is advantageous but not required