IT Support Services Agent

You will be supporting users across both traditional on-premise systems and modern cloud-based environments. This is an exciting opportunity to work with leading technologies alongside talented professionals in a collaborative and forward-thinking environment.

The Opportunity As an IT Support Services Agent, you will provide first-line technical support to internal users, delivering high-quality, customer-focused IT services across the organisation.

You'll play a key role in resolving incidents, handling service requests, and supporting a wide range of technologies while ensuring an excellent user experience., * Deliver first-line IT support via phone, email, remote support tools, and IT service management platforms

• Troubleshoot hardware, software, networking, and account-related issues
• Support Microsoft Windows, Office 365, Active Directory, and Azure AD environments
• Escalate complex technical issues to senior support teams when required
• Manage the full lifecycle of the corporate iPhone and iPad estate, including provisioning, configuration, support, and decommissioning
• Communicate clearly and professionally with users of varying technical abilities
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles
• Follow established support processes and contribute to continual service improvement

• Previous experience in an IT support, service desk, or helpdesk environment
• Strong customer service and communication skills with an empathetic approach
• Good working knowledge of Microsoft Windows and Office 365
• Experience administering Active Directory and/or Azure AD accounts
• Ability to work both independently and collaboratively within a team
• Strong problem-solving skills and attention to detail
• Ability to follow technical procedures and documentation, * ITIL Foundation v4 certification, or willingness to achieve this qualification

• Matched pension contribution scheme with life assurance
• Generous annual leave allowance with the option to buy additional days
• Private medical, dental, and health cash plan options
• Employee discounts across travel, retail, restaurants, cinema, and more
• Volunteering opportunities supporting charities and local communities
• Proud supporters of the Armed Forces Covenant and Defence Employer Recognition Scheme Gold Award