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IT Service Desk Agent

2 weeks ago

Peterborough, United Kingdom IT Naturally Full time

**Role Profile**

**IT Service Desk Agent**

**About IT Naturally**

IT Naturally is a socially conscious managed service provider (MSP). We want to use tech as a force for good to work together to build a better world.

Launching in 2019, IT Naturally has gone from start up to a multimillion-pound company with more than 30 employees within the first year.

We may be young but are a forward-thinking company where people always come first. 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.

We are human-centric, dedicated, and playful. We are inclusive and caring; take ownership of everything we do and we're light-hearted and bring good humour to our day.

We love turning a challenge for our customers into something simple and manageable because IT comes naturally to us. Our customers are mainly large corporates who share our values, and we also have the key accreditations enabling us to deliver to the public sector.

We have a friendly and hard-working team of experts who enjoy hybrid work in our Cambridgeshire office and at home.

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 + night allowance

We require an agent to be able to work 12-hour shifts on days and nights

Benefits - competitive employee packages that include private healthcare, life insurance, flexible working, cycle to work scheme and internal career development.

**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

**Salary**: £23,540.00-£25,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- 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):

- Do you require sponsorship?
- This role will require you to work night shifts, will this be a problem?

**Experience**:

- Customer support: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Peterborough, PE2 6FY

Reference ID: IT Service Desk Agent