Service Desk Advisor

This is a technical role within the Willow Service Desk, and a direct route into a technology career. It will suit someone with the right aptitude looking for their first technical role, or someone with a year or two of support experience who wants a more varied and demanding desk. Years of IT experience are not required. The aptitude, curiosity and professionalism described below are, because of what our desk supports.

You will be a first point of contact for our customers, handling incidents across our software platforms, media player estate, AV hardware and venue networks. You will own tickets through to resolution where you can, and escalate to our senior team when a problem needs deeper diagnosis.

The Service Desk supports live, revenue-generating entertainment systems in pubs, holiday parks and leisure venues. Downtime in these environments has a direct impact on customer revenue and on the operational reputation of our clients.

What you'll do

• Act as a first point of contact for customer incidents by phone, ticket and email
• Diagnose and resolve 1st line issues across Windows, remote support tooling, hardware and third-party software, escalating 2nd line problems with a clear, useful handover
• Use AI tools (Claude, ChatGPT and others) every day for triage, drafting customer responses and ticket summarisation
• Follow and contribute to the runbooks and knowledge base articles that keep the whole team consistent
• Assist with PC and media player build, imaging and configuration to our documented standard
• Communicate clearly and professionally with clients, including during live incidents
• Join the out-of-hours support rota once trained (with paid uplift)

Our onboarding and training covers the technology. The qualities below are what we're looking for from day one, and we'll ask you to show them during the hiring process.

• A methodical troubleshooting instinct, evidenced by anything: time on a support desk, a home lab, a technical placement, or working out problems under pressure in a working environment.
• A confident, friendly and patient phone manner and the ability to write clearly and professionally
• Hands-on familiarity with AI tools, even if only in personal use, and a real interest in using them well
• An understanding of Windows and networking concepts, and the appetite to build on it quickly
• A calm, professional manner when dealing with live incidents that are affecting customer operations

Pulled from the full job description

• Sick pay
• Employee assistance programme
• Company pension
• Paid volunteer time, * £25,000 - £27,000 per year, plus paid out-of-hours rota uplift once trained
• Company bonus scheme
• Company-paid health care cash plan and Employee Assistance Programme
• A paid Giving Back day each year to volunteer in your community
• RewardHub discount platform for everyday shopping, electronics and holidays
• Company pension and sick pay
• 20 days holiday plus bank holidays
• Part of the Stage Electrics Group, with colleagues across multiple divisions and the scale to support real career progression

Willow Communications, part of the Stage Electrics Group, designs, installs and supports entertainment and AV technology for some of the UK's best-known leisure and hospitality brands. Our software platforms and media player estate run in venues across the country every day. Willow is an AI-first business. We are investing seriously in AI-led ways of working, and the Service Desk is one of the places that investment matters most.