Salary: £24,000 - 27,000 per year Requirements: We require previous experience in an IT operational or support environment. We require knowledge and experience of various IT systems. Experience with networking, server, storage, modern workplace, security, cloud, and document solutions is highly desirable. We require experience setting up and supporting mobile devices. We require excellent customer service skills. We require relevant IT qualifications. We require GCSEs in Maths and English or equivalent. Responsibilities: We answer incoming calls to the Service Desk in a professional, confident, and timely manner. We record all service requests and incidents within our ITSM tool. We handle escalated service requests and incidents and escalate them to the appropriate resolver group when needed. We escalate matters promptly when necessary. We manage technical cases effectively and keep clients updated on progress. We support the Managed Service Operation Centre. We ensure client requests are handled quickly and efficiently. We monitor the progress of matters assigned to the Technical Team. We monitor clients IT systems using our monitoring software. We keep job sheets up to date and record our time accurately. We act as a liaison between customers, technical escalation teams, and third parties. We undertake ad hoc projects as agreed with management, which may include site visits, customer meetings, or vendor management. We actively develop our personal knowledge. We develop new documentation and procedures. We train and coach members of the Managed Service Operation Centre to support their development. We comply with our standard working practices, including attending team meetings and completing administrative tasks. Technologies: Cloud Support ITSM Mobile Security More: We are a supportive and hard-working team based close to the centre of Northampton, working in a modern office environment with hybrid working after probation, typically three days in the office and two days from home. We offer a salary of £24,000 to £27,000 depending on experience, company benefits, subsidised health care and medical benefits, annual leave of 25 to 30 days plus bank holidays, and a progression plan with training and mentor support. Our culture includes social events, incentives, and access to top-of-the-range technology for both office and home working. last updated 21 week of 2026