Service Desk Technician

4 weeks ago


United Kingdom Bell Integration - Driving Digital Transformation Full time

Overview

The Service Desk Technician is responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.


Shifts available are:

Monday-Friday 12pm-9pm


This is a fully remote role. 6 month FTC with view to go permanent based on performance.


The Role

  • Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
  • Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
  • Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
  • Understand and respond to feedback from ticket quality reviews
  • Monitor announcements to ensure you have the latest information regarding outages and procedure updates
  • Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
  • Complete mandatory training as required
  • Simultaneously switch between functions according to call/chat volume at the time
  • Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time


Experience & Skills:

  • Previous experience working in a 1st Line IT support environment
  • Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
  • Experience working in a Contact Centre
  • Customer service and administration
  • Experience adhering and working towards agreed SLAs and KPIs
  • Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills

Why Join Bell

  • We prioritise internal development opportunities and offer access to our Udemy training platform
  • Competitive Salary
  • Flexible remote working and a supportive environment for varying personal circumstances
  • A diverse and inclusive work culture
  • Modern vibrant workplaces
  • Company pension
  • Private healthcare/dental care
  • Cycle to work scheme
  • And much more


Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.



  • United Kingdom Bell Integration - Driving Digital Transformation Full time

    Overview The Service Desk Technician is responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis. Shifts available are: Monday-Friday 12pm-9pm This is a fully remote role. 6 month FTC with view to go...


  • United Kingdom Bell Integration - Driving Digital Transformation Full time

    Overview The Service Desk Technician is responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis. Shifts available are: Monday-Friday 12pm-9pm This is a fully remote role. 6 month FTC with view...


  • united kingdom Bell Integration - Driving Digital Transformation Full time

    OverviewThe Service Desk Technician is responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.Shifts available are:Monday-Friday 12pm-9pmThis is a fully remote role. 6 month FTC with view to go...


  • United Kingdom Bell Integration - Driving Digital Transformation Full time

    Overview The Service Desk Technician is responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis. Shifts available are: Monday-Friday 12pm-9pm This is a fully remote role. 6 month FTC with view...


  • United Kingdom Digital Waffle Full time

    Role: Service Desk Team Lead Location: Southampton Salary: Up to 40k DOE Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of...


  • United Kingdom Digital Waffle Full time

    Role: Service Desk Team Lead Location: Southampton Salary: Up to 40k DOE Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of...


  • United Kingdom IO Associates Full time

    We are working with a Technical Managed Service Provider, who are on the lookout for multiple Service Desk Engineers to joint their team. With brilliant training opportunities my client will also help fund accreditations to upskill you on the job! The office is based in Portishead and has free parking on site. The Service Desk Engineer's role is to ensure...

  • Service Desk

    1 month ago


    United Kingdom ITC Service Ltd Full time

    ITC Service is looking to grow our team with the addition of another Senior Service Desk Engineer. This is an office based/ hybrid role based at our Monkton HQ, NE31 2EX. As one of the Northeast’s leading MSP’s we are looking for talented and ambitious engineers with a passion for IT and a desire to keep up with the latest technologies and...


  • United Kingdom The Bread Factory Limited Full time

    The Bread Factory is a Food Manufacturing bakery dedicated to making deliciously crafted bread, cakes, and pastries. We are proud to craft products for our GAIL’s bakeries, neighborhood grocery stores, restaurants, and more! As our teams grow, we are on the lookout for our next Sr. IT Service Desk Analyst based at our site in Hendon. Occasional travel to...


  • United Kingdom Opus Technology Full time €2,500

    How would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “World Class” in the Best Companies to work for Awards? Due to our impressive consistent growth within the IT & Telecoms sector, we have an exciting opportunity for an IT Service Desk Manager to oversee and manage our...


  • United Kingdom Opus Technology Full time €2,500

    How would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “World Class” in the Best Companies to work for Awards? Due to our impressive consistent growth within the IT & Telecoms sector, we have an exciting opportunity for an IT Service Desk Manager to oversee and manage our...

  • Service Desk Manager

    2 months ago


    United Kingdom Endeavour Recruitment Solutions Full time

    Technologies: service desk ITIL ITIL french dutch medical pharmaceutical Service Desk Manager - French and or Dutch speaking Job Description Service Desk Manager who is fluent in French or Dutch is required to join a world leader in the pharmaceutical sector based in Brussels  Duties: - Managing Service Desk activities, aligned with the general IT...

  • Service Desk Manager

    2 months ago


    United Kingdom Investigo Change Solutions Full time

    Service Desk Manager The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents, major incidents, problems and requests, ensuring effective communication at all times. On a day-to-day basis the IT Service Desk Manager is responsible for the effective management of the IT Service Desk, delivering end user...

  • Service Desk Manager

    3 weeks ago


    United Kingdom Investigo Change Solutions Full time

    Service Desk Manager The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents, major incidents, problems and requests, ensuring effective communication at all times.On a day-to-day basis the IT Service Desk Manager is responsible for the effective management of the IT Service Desk, delivering end user...

  • Service Desk Manager

    3 weeks ago


    United Kingdom Investigo Change Solutions Full time

    Service Desk Manager The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents, major incidents, problems and requests, ensuring effective communication at all times.On a day-to-day basis the IT Service Desk Manager is responsible for the effective management of the IT Service Desk, delivering end user...


  • United Kingdom ITC Service Ltd Full time

    2024 is going to be our biggest year so far! ITC Service is looking to grow our team with the addition of another Senior Service Desk Engineer. This is an office based/ hybrid role based at our Monkton HQ, NE31 2EX. As one of the Northeast’s leading MSP’s we are looking for talented and ambitious engineers with a passion for IT and a desire to keep...

  • Service Desk Manager

    3 weeks ago


    United Kingdom Arthur Recruitment Full time

    Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment. Role Overview As an IT Service Desk Manager, you will: Lead and motivate the Service Desk team to enhance service delivery. Build and maintain...

  • Service Desk Manager

    3 weeks ago


    United Kingdom Arthur Recruitment Full time

    Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment. Role Overview As an IT Service Desk Manager, you will: Lead and motivate the Service Desk team to enhance service delivery. Build and maintain...

  • Service Desk Analyst

    1 month ago


    united kingdom Hayward Hawk Full time

    Role OverviewAs a Service Desk Analyst, you will be the first point of contact for clients, providing critical support and ensuring the smooth operation of services. This role is pivotal in maintaining client satisfaction and operational efficiency. The ideal candidate will have previous experience in a service desk role within an enterprise environment,...

  • Service Desk Analyst

    1 month ago


    United Kingdom Hayward Hawk Full time

    Role Overview As a Service Desk Analyst, you will be the first point of contact for clients, providing critical support and ensuring the smooth operation of services. This role is pivotal in maintaining client satisfaction and operational efficiency. The ideal candidate will have previous experience in a service desk role within an enterprise environment,...