Service Desk Agent

6 months ago

Peterborough, United Kingdom IT Naturally Full time

**Join our Team**

At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you.

We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves on our customer service and our solutions. We love turning a challenge for our customers into something simple and manageable.

Our employee selection process comprises of an initial telephone call, psychometric test, and a face-to-face interview.

**We are unable to offer sponsorship for this vacancy.**

We offer a hybrid working environment with 2 shifts in our Peterborough office.

**Salary** - £24,500 - 29,000 (depending on experience) + night allowance

We require an agent to be able to work 12-hour shifts on days and nights (4-on, 4-off)

**Role Overview**
As a Service Desk Agent in IT Naturally you will be responsible for offering 1st and 2nd line support and technical assistance to our customers by helping them complete tasks or troubleshoot problems through diagnostic tests and remote access into their computers.

**Role Responsibilities**
- Perform remote troubleshooting through diagnostic techniques and relevant questions, determine the best solution based on the issue and details provided by the end user and walk the end user through the problem-solving process.
- Record incidents and service requests and their resolution in a ITSM tool.
- Use monitoring tools and respond to alerts and events as they occur to minimise disruption for the end user.
- Provide 2nd line support to resolve workplace services, network, security and platform incidents and fulfilment.
- Update and maintain knowledge and standard operating procedures.
- Follow-up and update the end users on status and information.
- Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
- Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.

**Role Requirements**
- Proven experience as an IT service desk agent or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Excellent verbal and written English communication skills
- Problem solving and remaining calm under pressure
- GCSE Maths and English (minimum grade 4 or C)
- ITIL certified or demonstrable experience of working in an ITIL environment

**What We Offer**

Competitive employee packages that include:

- Critical Illness Insurance
- Company Pension with up to 6% matched contributions
- Cycle to Work Scheme
- Casual clothes and some branded clothing
- Employee Discounts
- Free Parking
- Hybrid working: 2 days a week in our Peterborough office
- Internal career development
- Life insurance
- Private healthcare with Bupa
- Personal training plan
- Your Birthday off

**About IT Naturally**

IT Naturally is a carbon neutral IT Infrastructure service provider. We want to use tech as a force for good to work together to build a better world.

We truly care about our employees, their lives, their job satisfaction, and development. We understand that our people are everything and are proud to have been awarded Investors in People at the Silver level in our first assessment.

**Our Values**

We are human, skilful, and playful and look for these attributes in our employees. Are you inclusive and caring; take ownership of everything you do and can be light-hearted when the time is right?

Our customers are mainly medium to large corporates who share our values, and we also have the key accreditations enabling us to deliver to the public sector.

Pay: £24,500.00-£29,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- 12 hour shift
- Day shift
- Night shift
- Weekend availability

Ability to commute/relocate:

- Peterborough, PE2 6FY: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Will you now or in the future require sponsorship?
- Are you able to work 12 hour night shifts?

**Experience**:

- Customer support: 1 year (required)

Work authorisation:

- United Kingdom (preferred)

Work Location: Hybrid remote in Peterborough, PE2 6FY

Reference ID: IT Service Desk Agent

  • Service Desk Agent

    7 months ago

    Peterborough, United Kingdom IT Naturally Full time

    **Join our Team** At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you. We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves...

  • Service Desk Agent

    7 months ago

    Peterborough, United Kingdom IT Naturally Full time

    **Join our Team** At IT Naturally our team is like a family, we put people first whether that’s each other or the customer so in return we look after you. We often get asked why we are called IT Naturally, we reply ‘because IT comes naturally to us”. All our team are experts in their field, and we reflect that in our company name. We pride ourselves...

  • Technical Service Desk Agent

    6 days ago

    Cambridgeshire and Peterborough, United Kingdom Paragraf Full time

    Paragraf is seeking a Technical Service Desk Agent to join their team. As a key member of our technical support team, you will be responsible for providing exceptional customer service and resolving technical issues efficiently.Your skills and experience should include a minimum of 1 year's experience in an IT support role, proficiency in Windows 10 and...

  • IT Service Desk Professional

    6 days ago

    Peterborough, Peterborough, United Kingdom Onyx-Conseil Full time

    About the RoleWe are currently seeking an IT Service Desk Professional to join our team at Onyx-Conseil. This is a 6-month contract position, and the successful candidate will be required to work on a customer-specific support desk.As an IT Service Desk Professional, you will be responsible for providing excellent customer service and technical support to...

  • IT Service Desk Technician

    1 week ago

    Peterborough, Peterborough, United Kingdom Cooper Lomaz Full time £20

    Job DescriptionWe are looking for an experienced IT Service Desk Technician to join our team in Peterborough. The successful candidate will be responsible for resolving technical IT-related issues at 1st and 2nd line level, working as part of a project-based team.The ideal candidate will have experience in 1st line support, previous IT Service Desk...

  • Service Desk Analyst

    1 month ago

    Peterborough, United Kingdom CV-Library Full time

    Service Desk Analyst (Early shifts) Hybrid / Peterborough after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Rotating Shift Pattern - Weekend work is required on a rotational basis. £15.18 Per hour - To umbrella company Working as part of a...

  • Service Desk Analyst

    2 weeks ago

    Peterborough, United Kingdom Cooper Lomaz Recruitment Ltd Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • Service Desk Analyst

    2 weeks ago

    Peterborough, United Kingdom Cooper Lomaz Recruitment Ltd Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • Service Desk Analyst

    1 month ago

    Peterborough, United Kingdom CV-Library Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • IT Service Desk Analyst

    2 weeks ago

    Peterborough, Peterborough, United Kingdom CV-Library Full time

    About the Role:CV-Library is a dynamic company in Peterborough, Cambridgeshire, and we are seeking a skilled IT Service Desk Analyst to join our team. As a hybrid role, you will work from home and our office, resolving technical IT issues at the first and second levels.Key Tasks:Resolving technical IT issues at the first and second levelsParticipating in...

  • Service Desk Analyst

    1 month ago

    Peterborough, United Kingdom Cooper Lomaz Full time

    Service Desk Analyst (Late Shifts) Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight Weekend work is required on a rotational basis Working as part of a...

  • IT Service Desk Analyst

    7 months ago

    Peterborough, United Kingdom Carter Jonas Full time

    We are currently looking for an apprentice IT service desk analyst to join our friendly IT team based at our Peterborough office. The main purpose of the role is to provide 1st and 2nd line support for the business including network, hardware, line of business applications and telecoms. You will also support internal communications and troubleshooting,...

  • IT Service Desk Professional

    4 days ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Are you an experienced IT professional looking for a new challenge? Look no further! We are currently seeking an IT Service Desk Professional to join our team at Global Technology Solutions Ltd.This pivotal role involves providing first-rate technical support to our clients, identifying and resolving complex technical issues, and continuously improving our...

  • Service Desk Agent

    3 months ago

    Peterborough, Peterborough, United Kingdom beBee Professionals Full time £20,000 - £30,000

    Customer Service AdvisorWe are seeking a skilled and customer-focused Customer Service Advisor to provide exceptional service and support to our clients in Peterborough, United Kingdom.Key Responsibilities:Handle customer inquiries and resolve issues in a timely and professional manner.Provide accurate and up-to-date information about our products and...

  • Service Desk Agent

    3 months ago

    Peterborough, Peterborough, United Kingdom beBee Professionals Full time £20,000 - £30,000

    Customer Service AdvisorWe are seeking a skilled and customer-focused Customer Service Advisor to provide exceptional service and support to our clients in Peterborough, United Kingdom.Key Responsibilities:Handle customer inquiries and resolve issues in a timely and professional manner.Provide accurate and up-to-date information about our products and...

  • Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Cooper Lomaz Full time

    Service Desk Analyst (Late Shifts) Peterborough (Hyrbid Working)£19.51 Per HourHybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks)6-month contract starting at 1st of January (likely to extend & paid weekly)37.5 hours per week – overtime availableHours between Midday and MidnightWeekend work is required on a...

  • Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Cooper Lomaz Full time

    Service Desk Analyst (Late Shifts) Peterborough (Hyrbid Working)£19.51 Per HourHybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks)6-month contract starting at 1st of January (likely to extend & paid weekly)37.5 hours per week – overtime availableHours between Midday and MidnightWeekend work is required on a...

  • Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Cooper Lomaz Full time

    Service Desk Analyst (Late Shifts) Peterborough (Hyrbid Working)£19.51 Per HourHybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks)6-month contract starting at 1st of January (likely to extend & paid weekly)37.5 hours per week – overtime availableHours between Midday and MidnightWeekend work is required on a...

  • Service Desk Analyst

    7 days ago

    Peterborough, United Kingdom Cooper Lomaz Full time

    Service Desk Analyst (Late Shifts) Peterborough (Hyrbid Working) £19.51 Per Hour Hybrid / Peterborough office- 2 days in office. Only after training is completed (4-6 weeks) 6-month contract starting at 1st of January (likely to extend & paid weekly) 37.5 hours per week – overtime available Hours between Midday and Midnight Weekend work is required on...

  • IT Service Desk Professional

    1 week ago

    Peterborough, Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    About the RoleWe are seeking an experienced IT Service Desk Professional to join our team at Global Technology Solutions Ltd. As a Technical Support Specialist, you will play a vital role in delivering exceptional customer service and resolving technical issues efficiently.Key ResponsibilitiesHandle customer inquiries via phone, email, or chat, and respond...