IT Support Services Agent

The Support Services Agent is responsible for providing first-line technical support for the organisation's internal users, across both legacy on-premise and modern Azure/cloud-based environments. The role involves responding to incidents, service requests, and general IT queries, with a focus on high-quality, customer-centric service delivery. Support Services Agents are also part of an on-call rotation, providing after-hours support in line with business requirements. The frequency of on-call duties may change based on operational demand., 1. Provide first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requests.

2. Accurately log, categorise, and prioritise tickets in line with defined SLAs. Troubleshoot hardware, software, network, and account-related issues in-line with the technologies implemented.

3. Manage the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate. Use MDM tools (e.g., Intune or Jamf) to ensure consistent configuration, security compliance, and app deployment and maintain accurate inventory and ensure secure handling of mobile devices.

4. Escalate complex issues to Senior Support Services Agents or 2nd/3rd line teams as appropriate. Follow up with users throughout the lifecycle of their incident or request and ensure satisfactory resolution of tickets.

5. Provide clear, friendly, and professional communication to users of varying technical ability. Ensure high levels of customer satisfaction through prompt and effective resolution.

6. Document steps taken to resolve issues, contributing to the knowledge base where applicable. Participate in an on-call support rota, providing remote support for incidents outside of standard working hours. On-call frequency may vary depending on operational needs and will be adjusted by the Support Services Team Lead with appropriate notice.

7. Respond to priority incidents during on-call shifts within agreed timeframes and escalate if necessary and ensure accurate logging and handover of any unresolved issues from on-call periods.

8. Ensure compliance with organisation policies, procedures and work instructions with a focus on security.

9. Ability meet or exceed performance metrics for, but not limited to:

• Ticket response times, resolution times and SLA adherence
• First-time fix rate
• Customer satisfaction (CSAT) scores
• Accuracy and completeness of ticket documentation
• Contribution to service improvement and knowledge sharing

• Excellent communication and interpersonal skills
• Strong troubleshooting and logical problem-solving abilities
• Customer-focused and empathetic approach
• Attention to detail and accuracy in logging information
• Ability to work independently and as part of a team
• Willingness to work flexible hours as part of a rota and participate in on-call as required
• Process-driven with an eye for continuous improvement
• Ability to work effectively under pressure and manage multiple priorities
• Collaborative approach with cross-functional teams

Experience & Qualifications:

• 1+ years of experience in an IT support or helpdesk role.

• Working knowledge of:

• Microsoft Windows and Office 365

• Active Directory / Azure AD account administration

• Basic networking and remote access troubleshooting

• Mobile device support, particularly iOS (iPhones/iPads)

Experience with ITSM and remote support tools (e.g., ServiceNow, BeyondTrust, Cherwell)

ITIL Foundation v4 certification (or willingness to obtain) is desirable

Ability to follow documented procedures and contribute to knowledge articles.

Our Benefits:

• Matched contribution pension scheme, with life assurance
• Competitive holiday allowance, with the option to purchase additional days
• Compressed working option with Friday afternoons or alternative Fridays off
• Health Cash Plan, Private Medical Insurance and Dental Insurance
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
• We are proud to support the Armed Forces community by honouring the Armed Forces Covenant
• Volunteering Opportunities - helping charities and local community

Our Recruitment Process:

We want to make sure that our recruitment process is as inclusive as possible and we aspire to bring out the best in our candidates by creating an environment where everyone feels value, heard and supported. If you have a disability or health condition that may affect your performance in certain assessment types, please speak to your Recruiter about potential reasonable adjustments.

Many roles in QinetiQ are subject to national security vetting being completed, applicants who already hold the appropriate level of vetting may be able to transfer it upon appointment. Several roles are also subject to additional restrictions, which mean factors such as nationality or previous nationalities may affect the roles that you can be employed in.

Please note that all applicants for this role must be eligible for SC clearance, as a minimum.

Are you ready to be part of the future? At QinetiQ, we're not just imagining tomorrow we are creating it. From cutting-edge defence technology to ground-breaking innovations our mission is to empower and protect lives. Join us as an IT Support Service Agent at our Farnborough site, where you will have the opportunity to work with cutting-edge technology in partnership with some of the most brilliant minds., As we continue to grow into new markets around the world, there's never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges. As a QinetiQ employee, you'll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you'll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in a diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Visit our website to read more about our diverse and inclusive workplace culture. www.qinetiq.com/en/careers/life-at-qinetiq