About Us
Proserv is a global controls technology company with over 60 years of heritage, delivering industry-leading solutions to enhance reliability, optimise performance, and extend the life cycle of critical infrastructure within the energy sector. Our culture is guided by FRESH values and powered by talented, diverse individuals. We are committed to providing high-quality service, innovation, and fostering collaborative working relationships worldwide.
If you are motivated by making a difference, thrive in a team environment, and are passionate about providing top-tier technical support, we encourage you to apply and join our community of dedicated professionals.
What you'll be doing
* Act as the first line of defense for all IT support requests via phone, email, and ticketing systems—delivering fast, effective, and customer-focused technical assistance.
* Diagnose and resolve hardware, software, and network issues across desktops, laptops, printers, and workplace technology with precision and urgency. Log, prioritise, and track incidents and service requests, ensuring users stay informed every step of the way.
* Escalate complex issues to specialist teams while maintaining accountability and driving quick resolutions.
* Support staff onboarding and offboarding, including user account setup, access permissions, and configuration of Microsoft 365 and Active Directory.
* Document solutions and best practices to enhance self-service options and boost service efficiency.
* Manage IT assets and assist with hardware/software deployment, maintenance, and lifecycle tracking.
* Uphold information security and compliance standards, ensuring adherence to corporate and regulatory requirements.
* Contribute to technology and process improvement projects, helping enhance the reliability and performance of IT services.
* Deliver exceptional customer service with professionalism, empathy, and integrity whilst supporting users across global locations and time zones.
Do you have:
* Proven experience in a Service Desk or IT Support environment, ideally within a corporate or energy-sector context,
* Expertise in Microsoft Windows OS, Microsoft 365, and core business applications.
* Strong troubleshooting ability across hardware, software, and basic networking.
* Excellent communication skills, with the ability to engage clearly and confidently across all levels of the business.
* Analytical and calm under pressure, able to juggle multiple priorities effectively.
* A customer-first mindset, with a proactive approach to continuous service improvement.
* Understanding of IT security, data privacy, and compliance requirements.
* Hands-on experience with ITSM tools and service ticketing platforms.
* Flexible and collaborative, with the drive to learn, adapt, and support a global team including occasional out-of-hours work.
Please note, if you're looking to start your career journey in IT then please don't let the above stop you from applying, we are considering candidates with entry level experience.
Preferred Qualifications
* Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified – Fundamentals (or similar).
* Experience supporting virtual desktop and remote access technologies (e.g., VPN, Citrix).
* Knowledge of IT asset management and procurement processes.
* Background in the energy, engineering, or industrial sectors is an advantage.
Why Join Proserv
* Be part of a global, innovative company that values inclusivity, integrity, and personal development.
* Engage in meaningful work supporting mission-critical technology for the energy industry.
* Access opportunities for skills growth, certification, and advancement within a supportive team environment.
* Collaborate with diverse colleagues and contribute to impactful projects that shape our digital future.
Compliance & Security Responsibilities:
Always act in line with Proserv's Business Ethics Policy and associated procedures. Promote a strong culture of safety, quality, and information security. Report incidents, vulnerabilities, and quality issues promptly and constructively. Champion continuous improvement and actively contribute ideas to enhance service delivery.
Proserv is committed to creating a safe, respectful, and inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences. If you thrive in a service-driven environment and embody our values, we want to hear from you.