Responsibilities
:
1. Act as the reliable and personable first point of contact for IT support via phone, email, or live chat.
2. KPI: Maintain an average customer satisfaction score of 90% or higher on ticket feedback.
3. Support a variety of technologies including workstations, servers, printers, networks, and business-critical applications.
4. KPI: Resolve 65%+ of all support requests at first contact without escalation.
5. Accurately document all incidents and service requests using the ServiceNow platform.
6. KPI: Ensure 100% of tickets are logged with clear issue descriptions, troubleshooting steps, and resolution oues.
7. Troubleshoot and resolve issues efficiently, using available resources and the internal knowledge base.
8. KPI: Maintain an average resolution time of under 30 minutes for standard 1st Line issues.
9. Escalate unresolved orplex incidents to relevant teams (2nd Line 3rd Line, Infrastructure, Application Support & Cyber Security) in a timely and structured manner.
10. KPI: Limit delayed escalations to less than 5% of total tickets handled.
11. Follow internal procedures for incident handling, change requests, and service delivery.
12. KPI: Achieve 100%pliance with documented processes.
13. Proactively contribute to team knowledge by capturing learnings and updating documentation.
14. KPI: Submit at least one knowledge base improvement per quarter.
15. Take on additional duties aligned with your skills as needed.
16. KPI: Demonstrate flexibility and initiative during high-demand periods (, maintain service continuity during peak ticket volumes).
Your Profile:
Essential:
17. Excellent verbal and writtenmunication skills, with a customer-first approach.
18. Strong interpersonal skills and a natural problem-solving mindset.
19. Ability to stay calm, focused, and empathetic while resolving technical issues under pressure.
20. Proactive attitude toward learning technical skills, especially around Active Directory, Azure, and Windows support.
21. Resourcefulness when faced with undocumented issues-confidently researching problems and updating tickets and knowledge base articles with relevant findings.
Desirable:
22. 12-18 months of hands-on experience in a 1st Line IT Support or Service Desk role.
23. Proven ability to deliver both remote and in-person technical support across a range of devices and platforms.
24. Strong working knowledge of Windows 11 administration and Office 365 troubleshooting.
25. Experience supporting Active Directory, Azure, and Windows 11 environments.
26. Understanding of key support principles for MS Teams, mobile device management (MDM), Zscaler, Mimecast, and basic networking/Wi-Fi.
What We Offer:
Enjoy apetitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.
How to Apply:
Interested candidates should submit applications below or contact recruitment@xpsgroup. Join XPS Group and contribute to a dynamic and inclusive workplace.
Equal Opportunity Statement:
XPS Group ismitted to diversity and equal opportunities. We wee applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.
Eligibility:
Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.
Who are we:
To find out more please visit: xpsgroup Job ID 883335CKK5