Package: Competitive Salary + Benefits
Role ID: SF19815
Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting‑edge defence technology to ground‑breaking innovations our mission is to empower and protect lives. Join us as an IT Support Services Agent at our Farnborough site, where you will have the opportunity to work with cutting‑edge technology in partnership with some of the most brilliant minds.
The Role
As an IT Support Services Agent, you will be responsible for providing first‑line technical support for the organisation’s internal users, across both legacy on‑premise and modern Azure/cloud‑based environments. Day‑to‑day, you’ll respond to incidents, service requests, and general IT queries with a focus on high‑quality, customer‑centric service delivery.
Your responsibilities will include:
- Providing first‑line support via phone, email, remote tools, and IT service management tools for IT‑related incidents and service requests
- Troubleshooting hardware, software, network, and account‑related issues in‑line with technologies implemented
- Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
- Managing the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate
- Providing clear, friendly, and professional communication to users of varying technical ability
- Documenting steps taken to resolve issues, contributing to the knowledge base where applicable
Essential experience of the IT Support Services Agent
- Excellent communication and interpersonal skills with a customer‑focused empathetic approach
- The ability to work independently and as part of a team
- Previous experience working in an IT support or helpdesk role
- Working knowledge of Microsoft Windows and Office 365
- Working knowledge of Active Directory / Azure AD account administration
- The ability to follow documented procedures and contribute to knowledge articles
Essential qualifications for the IT Support Services Agent
- ITIL Foundation v4 certification (or willingness to obtain) is desirable
This role is 37 hours per week based at Farnborough and is fully on‑site. You will also be required to partake in an on‑call rotation providing after‑hours support in line with business requirements.
Please note that all applicants for this role must be eligible for SC clearance, as a minimum.
Our Benefits
- Matched contribution pension scheme, with life assurance
- Generous holiday allowance, with the option to purchase additional days
- Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
- Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
- We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
- Volunteering Opportunities – helping charities and local community
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