Service Desk Agent

We are looking for an IT Service Desk Agent to join our team responsible for providing first‑line technical support to our customers via phone call, email and web chat. This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents while keeping to agreed SLA and KPI targets, and delivering excellent customer service.

Key Responsibilities

• Provide first‑level technical support via phone, email, chat or ticketing systems.
• Log, categorize and prioritise incidents and service requests on an IT Service Management system.
• Diagnose and troubleshoot IT related issues.
• Resolve common IT issues related to Windows, Office 365 and user accounts.
• Escalate issues to second or third‑line support teams.
• Manage user account administration including password resets and access permissions.
• Assist in maintaining documentation for incidents, solutions and procedures.
• Follow service desk processes and ensure SLA compliance.
• Monitor recurring issues and contribute to problem management.

Required Skills

• Good knowledge of Windows, Microsoft Office and general IT.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple support tickets.

Preferred Skills (Not Essential)

• Previous experience in an IT Service Desk, Help Desk or Technical Support role.
• Understanding of Active Directory and user account management.

Qualifications

• Educated to GCSE level minimum (or equivalent).

Key Competencies

• Customer‑focused approach
• Problem‑solving mindset
• Attention to detail
• Time management and prioritisation
• Team collaboration
• Good verbal and written communication skills.

Working Conditions

• Service desk operates between 8am to 6pm, Monday to Friday.
• 40 hours per week.

Security Clearance

This role requires candidates to be eligible and willing to undergo a high level of security clearance.

Equal Opportunity

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.

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