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:
1. Providing first-line support via phone, email, remote tools, and IT service management tools for IT-related incidents and service requests
2. Troubleshooting hardware, software, network, and account-related issues in-line with technologies implemented
3. Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
4. Managing the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate
5. Providing clear, friendly, and professional communication to users of varying technical ability
6. Documenting steps taken to resolve issues, contributing to the knowledge base where applicable
Essential experience of the IT Support Services Agent
7. Excellent communication and interpersonal skills with a customer-focused empathetic approach
8. The ability to work independently and as part of a team
9. Previous experience working in an IT support or helpdesk role
10. Working knowledge of Microsoft Windows and Office 365
11. Working knowledge of Active Directory / Azure AD account administration
12. The ability to follow documented procedures and contribute to knowledge articles
Essential qualifications for the IT Support Services Agent:
13. 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
Farnborough
At our Farnborough site exciting work takes place at our state-of-the-art facility, with high-energy laser technologies, our 5m pressurised wind tunnel which has a simulation capability that is unique in the UK and our large research and development projects is a real hub of creativity, research and innovation. Join our talented teams of Engineers, IT & Cyber Specialists, Project Managers, Group Functions Teams and many more to provide future defences in the UK.
Why Join QinetiQ?
As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.
As a QinetiQ employee, you’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture.
Our Benefits
14. Matched contribution pension scheme, with life assurance
15. Generous holiday allowance, with the option to purchase additional days
16. Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
17. Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
18. 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
19. Volunteering Opportunities - helping charities and local community
Our Recruitment Process:
We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels value, heard, and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your Recruiter about potential reasonable adjustments.
Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. A number of roles are also subject to additional restrictions, which mean factors such as nationality or previous nationalities may affect the roles that you can be employed in.