ICT Associate

We're looking for an ICT Associate based in Bathgate, to provide first-line technical support to Sureserve users across multiple sites. In this role, you'll handle and resolve incoming IT support requests via our ICT Service Desk System, ensuring a smooth and efficient resolution process. While primarily office-based, occasional travel to other Sureserve locations may be required alongside another technician., Technical Support & Troubleshooting

• Act as the first point of contact for IT-related issues, logging and managing support tickets from initial report to resolution.
• Provide expert advice on IT best practices, ensuring users can operate systems efficiently and securely.
• Diagnose and resolve faults using technical expertise, aiming for first-contact resolution.

Customer & Communication

• Maintain excellent customer service by keeping users informed and ensuring a positive experience.
• Communicate technical issues in a clear, non-technical way to support all users effectively.
• Provide guidance and technical advice to both customers and team members.

System Monitoring & Administration

• Use IT tools to diagnose and administer systems remotely when required.
• Monitor Sureserve's IT infrastructure, flagging potential issues and escalating when necessary.
• Stay up to date with scheduled system changes and planned maintenance.

Operational Efficiency

• Ensure compliance with ITIL service management principles in daily operations.
• Help the Service Desk meet targets such as Service Level Agreements (SLAs).
• Assist with the deployment, relocation, and maintenance of IT hardware across company sites.

• Customer-focused with strong problem-solving skills
• Excellent communicator who can explain technical issues in simple terms
• Previous experience in an ICT support role
• Familiarity with ITIL frameworks and best practices
• Knowledge of Microsoft Technologies & Active Directory - Desirable

• £24,000 - £27,000, and benefits package.
• Employer contributed pension scheme.
• Employee Assistance Programme with 24 hours telephone and online access.
• Employee engagement events to bring together colleagues
• Strong opportunities for career growth and development within the Sureserve Group.
• A diverse, inclusive, and supportive workplace that values equality.

If you're passionate about IT support and delivering exceptional service, we'd love to hear from you!

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.