IT Service Support Agent

IT Service Support Agent Overview

Pay & benefits

What you'll get

• 25 days annual leave (rising to 30 after 2 years), plus bank holidays
• Up to 10% on target bonus opportunity
• Generous pension scheme with minimum 10% employer contribution
• Access to 24/7 digital GP services and our Employee Assistance Programme
• 6 x Life assurance and income protection after 12 months service
• Over 400 online courses, mentoring, apprenticeships, and development programmes
• Access to our benefits platform for exclusive discounts & savings

Click here for a detailed overview of our benefits

The role

As an IT Service Desk Agent you will join us on our journey and undertake a truly valuable role responsible for resolving Software, Hardware, and Network-related issues to ensure the smooth functioning of Technology Services.

The IT Service Desk Agent acts as the first point of contact for users seeking technical assistance, and they must possess excellent communication and problem-solving skills to effectively address user concerns.

You will be working to provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
This role offers you an exciting opportunity to collaborate with other support professionals, technicians, or developers. Strong teamwork and collaboration skills are essential for effective problem resolution and knowledge sharing.

What you'll do

You will demonstrate patience, even in challenging situations. Understand that customers may be frustrated or stressed and respond with empathy and understanding. As an IT Service Desk Agent, you will:

• Provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
• Identify, diagnose, and resolve technical problems reported by end-users. Escalate complex issues to the appropriate IT teams or senior support staff for further investigation and resolution.
• Document all support requests, incidents, and solutions in the helpdesk ticketing system or incident management tool.
• Ensure accurate and detailed records are maintained to track the progress and resolution of each reported issue.
• Put the customer at the centre of your interactions and prioritise their needs and satisfaction. Listen actively, empathize with their concerns, and provide personalised assistance.
• Develop strong analytical and problem-solving abilities to diagnose and resolve customer issues.
• Utilise a logical and structured approach to troubleshoot problems, identify root causes, and propose effective solutions.
• Prioritise tasks and manage your time effectively to ensure timely responses to customer inquiries.
• Strive to meet or exceed service level agreements (SLAs) and keep customers informed about progress or delays.

Summary

Salary: Competitive Salary and Benefits
Grade: 2B
Reporting Line: IT Service Desk Team Leader
Contract Type: 12 month secondment/FTC
Location: Chesterfield
Closing Date: 6th November

What we can do for you

Our business is changing and we understand that attracting the right talent is pivotal in driving the positive change needed, to help us achieve our ambitious goals. Beyond a competitive salary, we offer a comprehensive benefits package that includes:

Application Guidance

Our commitment to embracing diversity extends beyond just words. While we’ve outlined key skills above, we recognise that great candidates come from a variety of backgrounds. We value diverse perspectives and are committed to building an inclusive workplace where everyone can thrive.

As a Disability Confident Employer, we recognise the value people with disabilities can bring to our business. If you require any reasonable adjustments throughout the recruitment process or would like further details on the job description, please contact [email protected]

We’re thrilled by your interest in this opportunity and truly value every application we receive. Please note the advert may close early if we receive a high volume of applications. Unfortunately, we’re unable to provide individual feedback on all submissions.

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