Service Desk Agent

Location: Belfast

We are looking for IT Service Desk Agent to join our team responsible for providing first‑line technical support to our customers via phone call, email and web chat.

This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents keeping to agreed SLA's and KPI's, while delivering excellent customer service.

• Provide first‑level technical support via phone, email, chat, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests on an IT Service Management system.
• Diagnose and troubleshoot IT related issues.
• Resolve common IT issues related to Windows, Office 365 and user accounts.
• Escalate issues to second or third‑line support teams.
• Manage user account administration including password resets and access permissions.
• Assist in maintenance of documentation for incidents, solutions, and procedures.
• Follow service desk processes and ensure SLA compliance.
• Monitor recurring issues and contribute to problem management.

• Good knowledge of Windows, Microsoft Office, and general IT.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple support tickets.

• Previous experience in an IT Service Desk, Help Desk, or Technical Support role.
• Understanding of Active Directory and user account management.

• Educated to GCSE level minimum (or equivalent).

• Customer‑focused approach
• Problem‑solving mindset
• Attention to detail
• Time management and prioritization
• Team collaboration
• Good verbal and written communication skills.

• Our Service Desk operates between 8am to 6pm, Monday to Friday.
• 40 hours per week.

This role requires candidates to be eligible and willing to undergo a high level of security clearance.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email  if you would like to apply through the Disability Confident Interview Scheme.