Digital Support Technician

Digital Support Technician

Salary: £26,200 per annum + Package

Location:

Birmingham

You will play a crucial role for the business by proactively receiving, owning, prioritising, documenting, and resolving customer inquiries within SLA, ensuring an ongoing high-quality service is delivered, and making sure problems are appropriately escalated when necessary.

• Provide support and diagnosis of customer queries via email, telephone, and in-person or by agreed ITSM Tools (Service Now)
• Monitor ticket reports and follow up on escalation with relevant Service Now support groups to ensure tickets are resolved in a timely manner and that the customer is kept informed until incident and request resolution.
• Deliver and support an effective and efficient call handling capability that makes best use of technology and knowledge to respond to customer needs.
• Contribute to delivering effective service reporting for all services and provide insightful commentary that drives continuous improvement.

• A good understanding of Microsoft Azure environments, Office 365 & Networking
• Ideally experience of Service-Now, ITSM and associated toolsets
• Excellent reporting and analytical problem-solving skills.

• 25 days of annual leave plus bank holidays, with the option to trade for additional leave.
• EAP Support programme available 24/7, including 6 free counselling sessions.
• Private medical insurance and life assurance
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• Up to 2 days of Community Giving (volunteering) each year to support a cause that matters to you.
• Eyecare vouchers to help with glasses or eye care.
• Online Shopping discounts
• Cycle to Work scheme and travel season ticket loan
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• Long service awards to celebrate your commitment.
• Salary Finance offering financial education and advice.
• The opportunity to purchase extra benefits like critical illness cover and dental insurance
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We understand that everyone's journey is different, and we're committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments-whether that's help with the application, interview format, or anything else-we're here to listen and work with you to find the best approach.

Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don't hesitate to contact us at  to discuss how we can support you.

Please note, if we receive a high volume of applications, the role may be closed early.