IT Service Support Agent
* Location: Nottingham
* Type: Permanent Full-time
* Salary: £24,500
* 26 days annual leave + bank holidays, Regular company socials
* Benefits: Access to HealthShield, Holiday Purchase Scheme, Company Socials, Electric Vehicle Scheme, Employee Discount on Technology & Enhanced Maternity & Paternity.
* Our Client: Jigsaw24 (Exclusive Recruitment Partnership)
This role is a strong first step into IT services, giving you hands-on experience with technology customer support, and a rare opportunity to work with leading brands. Reporting to the Service Support Manager, you will play a vital role in supporting customers with Hardware Break/Fix, Grading Services, and device support (Apple, Android, Windows), ensuring customers receive a seamless, professional, and efficient service.
What You’ll Do:
* Provide basic first-line troubleshooting support on Apple and Windows devices.
* Manage technical Incidents and Requests, in-line with ITIL best practices.
* Ensure queries are resolved within agreed Service Level Agreements (SLAs).
* Deliver excellent customer service via phone and email, keeping customers informed at every stage.
* Coordinate courier shipments for replacement hardware, loan stock, and new stock orders.
* Work closely with internal teams to ensure smooth operations and timely resolution.
The Successful Candidate Will Have…
* At least 1 year’s experience in a B2B customer service role, using email/telephone.
* A Customer-first approach – strong listening skills, empathy, and a professional manner.
* Excellent Communication skills – confident in both written and verbal interactions.
* Organisational ability – excellent planning, prioritisation, and time management.
* Experience and competency in Microsoft Office (Word, Excel, Outlook).
You’ll Succeed If You Are
* Calm under pressure, with strong multitasking skills.
* Detail-oriented, with a logical, diagnostic approach.
* Professional in conduct and presentation.
* Punctual, resilient, and proactive – whether working independently or as part of a team.
OUR CLIENT:
After 6+ successful years of collaboration, we are delighted to announce Marmion is now Jigsaw24’s exclusive recruitment partner for all roles outside of their Media & Entertainment department! Jigsaw24 is a CRN award winning IT Reseller & Managed Service Provider, supplying hardware, software, and services to organisations across all sectors and of all sizes. Best known as Apple’s largest reseller outside of Apple in the UK, their offering doesn’t end there; their product & services portfolio includes a vast range leading technology brands, tailored solutions, and support packages alongside excellent customer service.
Jigsaw24 is committed to the wellbeing of their employees and have developed an extensive benefits package to suit, including; Enhanced maternity & paternity leave, health & life cover, staff purchase cover for all things tech, travel to work loans & cycle to work scheme, biannual parties, milestone awards and more! With over 100 hires placed by Marmion across all teams and levels, we're focused on delivering a consistently high-quality candidate experience, grounded in the shared values of integrity, personal service, and a human-first mindset.
If you feel you are suitable, please apply today by submitting your CV. Alternatively, to discuss the opportunity further, please contact Alice McGlaughlin directly.
Thank you for taking an interest in the role advertised. We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role. However, we endeavour to consider all applicants for future opportunities; should you wish to speak to the named consultant about your application, please contact us directly.