Overview
This is your chance to join a supportive team where you will be the first point of contact for customers and play a key role in keeping essential services running. You will work on site in Farnborough as part of a 5‑day shift pattern, taking ownership of incidents and problems from start to finish. You will also support your shift team, help keep everything running smoothly and contribute to a positive and collaborative working culture.
Responsibilities
* Act as the primary contact point for customers to report incidents, problems, enquiries and service requests.
* Manage incidents and problems through their full life cycle and resolve as many as possible at first contact.
* Record and maintain accurate information in line with operational procedures.
* Monitor and progress incidents and problems, applying correct severity codes and escalating in line with service level agreements.
* Provide clear and timely updates while liaising with Sopra Steria support teams, customers and third‑party suppliers.
* Lead a shift team, support rota management and contribute to overall service desk operations.
Qualifications
* Experience of working on an IT helpdesk.
* Experience of working to service level agreements.
* ITIL knowledge.
* Ability to provide technical guidance to team members.
* Strong customer service and communication skills.
* Ability to identify service improvements.
* Microsoft MCP qualification or equivalent (optional).
* Recognised ITIL Foundation and ITIL Change or Problem Practitioner qualifications (optional).
* Computer Sciences Diploma or equivalent (optional).
* Knowledge of latest developments and future strategy for your area, including how these apply to Sopra Steria engagements (optional).
* Experience with service management tools, techniques and methods (optional).
Employment Details and Benefits
* Employment Type: Full‑time, Permanent.
* Location: Farnborough.
* Security Clearance Level: SC.
* Salary: £28,840 to £35,000.
* Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance and pension.
* Internal Recruiter: Jane.
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