IT Support Services Agent
QinetiQ
full-time
Posted on:
Location Type: Office
Location: Farnborough • United Kingdom
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About the role
- Providing first-line support via phone, email, remote tools, and IT service management tools for IT-related incidents and service requests
- Troubleshooting hardware, software, network, and account-related issues in-line with technologies implemented
- Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
- Managing the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate
- Providing clear, friendly, and professional communication to users of varying technical ability
- Documenting steps taken to resolve issues, contributing to the knowledge base where applicable
Requirements
- Essential experience of the IT Support Services Agent
- Excellent communication and interpersonal skills with a customer-focused empathetic approach
- The ability to work independently and as part of a team
- Previous experience working in an IT support or helpdesk role
- Working knowledge of Microsoft Windows and Office 365
- Working knowledge of Active Directory / Azure AD account administration
- The ability to follow documented procedures and contribute to knowledge articles
- ITIL Foundation v4 certification (or willingness to obtain) is desirable
Benefits
- Matched contribution pension scheme, with life assurance
- Generous holiday allowance, with the option to purchase additional days
- Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
- Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
- Volunteering Opportunities - helping charities and local community
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootinghardware supportsoftware supportnetwork supportaccount administrationIT service managementprovisioningconfigurationsupportdecommissioning
Soft Skills
communicationinterpersonal skillscustomer-focusedempatheticindependent workteam collaborationproblem-solvingdocumentation
Certifications
ITIL Foundation v4