> Markdown version of [/jobs/ext/1252551-service-desk-advisor](https://www.wearedevelopers.com/jobs/ext/1252551-service-desk-advisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Advisor - **Company:** Willow Communications Limited - **Location:** Northampton, UK (Remote available) - **Salary:** £25,000.0 - £27,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Computing Platforms, Computer Networks, Proprietary Software, Windows Media Player, Information Technology, GPT - **Published:** July 13, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=9ea03576e3ac7e08 ## About the Role 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 ## Description 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) ## Related Videos - [Designing the intelligence layer: The future of products beyond interfaces](https://www.wearedevelopers.com/videos/2122-designing-the-intelligence-layer-the-future-of-products-beyond-interfaces) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Distributed search under the hood](https://www.wearedevelopers.com/videos/256-distributed-search-under-the-hood) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep) - [Speak, Code, Deploy: Transforming Developer Experience with Voice Commands](https://www.wearedevelopers.com/videos/1159-speak-code-deploy-transforming-developer-experience-with-voice-commands) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)