Service Desk Agent

**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

Starting Salary - £23,540 - £25,500 depending on experience

**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:

- Private healthcare with Bupa
- Critical Illness Insurance
- Life insurance
- Company Pension with up to 6% matched contributions
- Personal training plan
- Internal career development
- Hybrid working: 2 days a week in our Peterborough office
- Cycle to Work Scheme
- Casual clothes and some branded clothing
- 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. Launched by former employees of the Thomas Cook Group with years of experience, IT Naturally went from a start-up to a multimillion-pound company with more than 30 employees within the first year.

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-centric, dedicated, 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.

**Salary**: £23,540.00-£25,500.00 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:

- Day shift

Ability to commute/relocate:

- PE2: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you require sponsorship?

**Experience**:

- Customer support: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in PE2

Reference ID: Service Desk Agent