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IT Support Specialist

2 months ago


Peterborough, Peterborough, United Kingdom IT Naturally | B Corp | MSP Full time £24,500

About the Role:

We are seeking a skilled IT Support Specialist to join our team at IT Naturally | B Corp | MSP. As a Service Desk Agent, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities:

  • Offer 1st and 2nd line support and technical assistance to customers through diagnostic tests and remote access.
  • Serve as the first point of contact for customers seeking technical assistance.
  • Perform remote troubleshooting and determine the best solution based on the issue and details provided by the end user.
  • Record incidents and service requests and their resolution in a ITSM tool.
  • Use monitoring tools and respond to alerts and events to minimize disruption for the end user.
  • Provide 2nd line support to resolve workplace services, network, security, and platform incidents.
  • Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.

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.
  • GCSE Maths and English (minimum grade 4 or C).
  • ITIL certified or demonstrable experience of working in an ITIL environment.

What We Offer:

  • 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 office.
  • Internal career development.
  • Life insurance.
  • Private healthcare with Bupa.
  • Personal training plan.
  • Your Birthday off.