Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.
Role Overview
We’re looking for an ICT Associate based in Bathgate, to provide first-line technical support to Sureserve users across multiple sites. In this role, you’ll handle and resolve incoming IT support requests via our ICT Service Desk System, ensuring a smooth and efficient resolution process. While primarily office-based, occasional travel to other Sureserve locations may be required alongside another technician.
Key Responsibilities
Technical Support & Troubleshooting
* Act as the first point of contact for IT-related issues, logging and managing support tickets from initial report to resolution.
* Provide expert advice on IT best practices, ensuring users can operate systems efficiently and securely.
* Diagnose and resolve faults using technical expertise, aiming for first-contact resolution.
Customer & Communication
* Maintain excellent customer service by keeping users informed and ensuring a positive experience.
* Communicate technical issues in a clear, non-technical way to support all users effectively.
* Provide guidance and technical advice to both customers and team members.
System Monitoring & Administration
* Use IT tools to diagnose and administer systems remotely when required.
* Monitor Sureserves IT infrastructure, flagging potential issues and escalating when necessary.
* Stay up to date with scheduled system changes and planned maintenance.
Operational Efficiency
* Ensure compliance with ITIL service management principles in daily operations.
* Help the Service Desk meet targets such as Service Level Agreements (SLAs).
* Assist with the deployment, relocation, and maintenance of IT hardware across company sites.
Skills & Experience Required
* Customer-focused with strong problem-solving skills
* Excellent communicator who can explain technical issues in simple terms
* Previous experience in an ICT support role
* Familiarity with ITIL frameworks and best practices
* Knowledge of Microsoft Technologies & Active Directory – Desirable
Why Join Us?
* £24,000 - £27,000, and benefits package.
* Employer contributed pension scheme.
* Employee Assistance Programme with 24 hours telephone and online access.
* Employee engagement events to bring together colleagues.
* Strong opportunities for career growth and development within the Sureserve Group.
* A diverse, inclusive, and supportive workplace that values equality.
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