IT Service Desk Associate
Mansfield, hybrid 1 day per week in the office for meetings etc
GBP25,000 - GBP27,000 plus on-call allowance
37.5 hours - Monday Friday, plus 1 in 3 on-call weekends
Overview:
The Service Desk Associate provides first-line technical support to external customers, helping resolve day-to-day IT issues and service requests. As the first point of contact, this role is key in delivering a positive support experience and ensuring problems are accurately logged, triaged, and resolved or escalated appropriately. The role includes working with end users and customer-based IT teams and assisting with various systems and technologies.
Key Duties and Responsibilities:
* Respond to incoming support requests from external customers via phone, email, and ticketing systems.
* Log, categorise, and prioritise tickets based on impact and urgency, following agreed SLAs.
* Provide first-line technical support for everyday IT issues, including password resets, software errors, printing problems, and basic hardware troubleshooting.
* Assist in resolving issues with email, internet connectivity, remote access, and desktop configuration.
* Work closely with senior engineers to escalate complex incidents, providing clear and accurate handover notes.
* Communicate regularly with users and customer-based IT teams to provide updates, collect additional information, and confirm issue resolution.
* Support user onboarding tasks such as account setup, permissions, and device preparation.
* Maintain accurate ticket records and update internal documentation where needed.
* Identify patterns in recurring issues and escalate to senior engineers or service leads for further investigation.
* Contribute to a culture of excellent customer service and teamwork within the service desk.
Person Spec:
* Strong communication and interpersonal skills clear, friendly, and professional with both technical and non-technical users.
* Customer-focused with a positive, can-do attitude.
* Eager to learn and take feedback to improve technical and service delivery skills.
* Organised and dependable able to manage tasks and follow through on commitments.
* A collaborative team player who supports colleagues and contributes to shared goals
Knowledge and Experience:
* Previous experience in a customer service or IT support role is preferred (can include internships, helpdesk placements, or apprenticeships).
* Familiarity with Windows OS, Microsoft 365 applications (Outlook, Teams, Word, etc.), and general IT troubleshooting.
* Understanding basic networking concepts (e.g., IP addresses, Wi-Fi issues, VPNs) is beneficial.
* Experience working with ticketing or helpdesk systems is a plus.
* Ability to follow processes, prioritise tasks, and maintain accurate records.
* A genuine interest in IT and a desire to learn and grow within a technical support environment
Reward & Benefits:
* Commitment and dedication to your ongoing personal and professional development.
* They will help you to grow to your potential so you can be at your best in your current role and to support your future career aspirations.
* A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and customers.
* End of year bonus subject to business performance.
Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.
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