Salary: £25,000 - 29,000 per year Requirements: Previous experience in a customer service or IT support role is preferred (including internships, helpdesk placements, or apprenticeships). Strong communication and interpersonal skills—clear, friendly, and professional with both technical and non-technical users. Confident and clear in delivering support over the phone. Customer-focused with a positive, can-do attitude. Eager to learn and take feedback to improve technical and service delivery skills. Organised and dependable—able to manage tasks and follow through on commitments. Demonstrates a logical and analytical approach to diagnosing technical issues. Familiarity with Windows OS and Microsoft 365 applications (Outlook, Teams, Word, etc.). Understanding basic networking concepts (e.g., IP addresses, Wi-Fi issues, VPNs) is beneficial. Experience working with ticketing or helpdesk systems is a plus. Ability to follow processes, prioritise tasks, and maintain accurate records. A genuine interest in IT and a desire to learn and grow within a technical support environment. Responsibilities: Respond to incoming support requests (phone, email, and ticketing systems). Log, categorise, and prioritise tickets following agreed SLAs. Provide first-line technical support for everyday IT issues, including password resets, software errors, printing problems, and basic hardware troubleshooting. Assist in resolving issues with email, internet connectivity, remote access, and desktop configuration. Work closely with senior engineers to escalate complex incidents. Communicate regularly with users and customer-based IT teams. Support user onboarding tasks. Maintain accurate ticket records and internal documentation. Identify patterns in recurring issues and escalate for further investigation. Contribute to a culture of excellent customer service and teamwork within the service desk. Technologies: Hardware Support Microsoft 365 Windows Office 365 More: We are seeking a Service Desk Associate to provide 1st technical support to our external customers in Mansfield on a hybrid basis, with one day per week in the office for meetings. This role is crucial in delivering a positive support experience, ensuring that problems are accurately logged, triaged, and resolved or escalated as needed. We offer a competitive salary of £25,000 to £27,000 plus an on-call allowance, with a commitment to your ongoing personal and professional development in a friendly and inclusive culture. At our company, we genuinely strive to support our colleagues and customers, with additional benefits including an end-of-year bonus subject to business performance. last updated 4 week of 2026