Do you enjoy helping customers resolve issues and keeping services running smoothly? Are you looking for a role where you can take the lead, support others and make a real impact every day?
We can offer great career progression opportunities, the chance to work with a supportive team, and learning and development to help you grow in your career.
This role is based on site in Farnborough, working a 5‑day shift pattern.
What you’ll be doing:
* Acting as the primary contact point for customers to report incidents, problems, enquiries and service requests.
* Managing incidents and problems through their full life cycle and resolving as many as possible at first contact.
* Recording and maintaining accurate information in line with operational procedures.
* Monitoring and progressing incidents and problems, applying correct severity codes and escalating in line with service level agreements.
* Liaising with Sopra Steria support teams, customers and third‑party suppliers to provide clear and timely updates.
* Leading a shift team, supporting Rota management and contributing to overall service desk operations.
What you’ll bring:
* 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.
It would be great if you had:
* Microsoft MCP qualification or equivalent.
* Recognised ITIL Foundation and ITIL Change or Problem Practitioner qualifications.
* Computer Sciences Diploma or equivalent.
* Knowledge of latest developments and future strategy for your area, including how these apply to Sopra Steria engagements.
* Experience with service management tools, techniques and methods.
If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply — we’d love to hear from you!
Although this role is advertised as full‑time, we believe that flexibility at work can support balance, motivation and performance. If you need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Referral Bonus: £1500.
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Our Aerospace, Defence and Security business designs, develops and deploys digital solutions that bring clients enduring business value across the UK’s Public and Private sectors. We foster a culture in which employees feel valued and supported, delivering exceptional rates of customer satisfaction in the UK’s most complex safety‑and security‑critical markets
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