IT Support Services Agent

Our client, a leader in the defence and security sector, is currently seeking an IT Support Services Agent to join their team in Farnborough.

• Providing first-line support via phone, email, remote tools, and IT service management tools for IT-related incidents and service requests
• Troubleshooting hardware, software, network, and account-related issues in-line with technologies implemented
• Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
• Managing the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate
• Providing clear, friendly, and professional communication to users of varying technical ability
• Documenting steps taken to resolve issues, contributing to the knowledge base where applicable

• Excellent communication and interpersonal skills with a customer-focused empathetic approach
• The ability to work independently and as part of a team
• Previous experience working in an IT support or helpdesk role
• Working knowledge of Microsoft Windows and Office 365
• Working knowledge of Active Directory / Azure AD account administration
• The ability to follow documented procedures and contribute to knowledge articles

• ITIL Foundation v4 certification (or willingness to obtain) is desirable

• Matched contribution pension scheme, with life assurance
• Generous holiday allowance, with the option to purchase additional days
• Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
• Employee discount portal:
  Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
• Support for the Armed Forces community by honouring the Armed Forces Covenant and maintaining Gold Award standard in the Defence Employer Recognition Scheme
• Volunteering Opportunities - helping charities and local community

Join our client's dynamic team in Farnborough and be a part of the future in defence and security. Apply now to make an impact with innovative technology and collaborative teamwork.