IT Support Service Agent

Overview

Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting-edge defence technology to ground-breaking innovations our mission is to empower and protect lives. Join us as a Support Service Agent at our Farnborough site, where you will have the opportunity to work with cutting-edge technology in partnership with some of the most brilliant minds.

The Support Services Agent is responsible for providing first-line technical support for the organisation’s internal users, across both legacy on-premise and modern Azure/cloud-based environments. The role involves responding to incidents, service requests, and general IT queries, with a focus on high-quality, customer-centric service delivery. Support Services Agents are also part of an on-call rotation, providing after-hours support in line with business requirements.

The frequency of on-call duties may change based on operational demand.

• Provide first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requests.
• Accurately log, categorise, and prioritise tickets in line with defined SLAs.
• Troubleshoot hardware, software, network, and account-related issues in-line with the technologies implemented.
• Manage the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate. Use MDM tools (e.g., Intune or Jamf) to ensure consistent configuration, security compliance, and app deployment and maintain accurate inventory and ensure secure handling of mobile devices.
• Escalate complex issues to Senior Support Services Agents or 2nd/3rd line teams as appropriate.
• Follow up with users throughout the lifecycle of their incident or request and ensure satisfactory resolution of tickets.
• Provide clear, friendly, and professional communication to users of varying technical ability.
• Ensure high levels of customer satisfaction through prompt and effective resolution.
• Document steps taken to resolve issues, contributing to the knowledge base where applicable.
• Participate in an on-call support rota, providing remote support for incidents outside of standard working hours. On-call frequency may vary depending on operational needs and will be adjusted by the Support Services Team Lead with appropriate notice.
• Respond to priority incidents during on-call shifts within agreed time frames and escalate if necessary and ensure accurate logging and handover of any unresolved issues from on-call periods.
• Ensure compliance with organisation policies, procedures and work instructions with a focus on security.
• Ability to meet or exceed performance metrics for, but not limited to:
• Ticket response times, resolution times and SLA adherence
• First-time fix rate
• Accuracy and completeness of ticket documentation
• Contribution to service improvement and knowledge sharing

• Excellent communication and interpersonal skills
• Strong troubleshooting and logical problem-solving abilities
• Customer-focused and empathetic approach
• Attention to detail and accuracy in logging information
• Ability to work independently and as part of a team
• Willingness to work flexible hours as part of a rota and participate in on-call as required
• Process-driven with an eye for continuous improvement
• Ability to work effectively under pressure and manage multiple priorities
• Collaborative approach with cross-functional teams

• 1+ years of experience in an IT support or helpdesk role.
• Working knowledge of:
• Microsoft Windows and Office 365
• Basic networking and remote access troubleshooting
• Experience with ITSM and remote support tools (e.g., Service Now, Beyond Trust, Cherwell)
• ITIL Foundation v4 certification (or willingness to obtain) is desirable
• Ability to follow documented procedures and contribute to knowledge articles.

As we continue to grow into new markets around the world, there’s never been a more exciting time to join Qineti

Q. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

As a QinetiQ employee,…