Service Desk Operator

About the role

As a Service Desk/CCTV operator, you’ll be a vital member of a helpful, reliable and enthusiastic Service Desk team who act as the first point‑of‑contact for our colleagues. You’ll be playing an integral role in providing IT support and responding to property related issues throughout the Society, resolving issues as they arise or delegating them to appropriate teams where necessary. No two days will be the same in this role as duties will include (but are not limited to):

• Monitoring our CCTV systems and responding to CCTV requests
• Handling IT queries from colleagues through phone calls and emails, logging, triaging and progressing them through to their resolution
• Managing and monitoring ongoing incidents, coordinating relevant teams to ensure an effective and efficient response and conclusion
• Handling calls of a sensitive nature from our colleagues and customers
• Keeping our premises secure by monitoring and responding to alarms, liaising with security firms, police and keyholders where necessary

Our Service Desk support team work on a 12‑week shift rota, and some of your shifts may be from 10pm to 6am. For these hours, you will be paid a shift premium.

We’re looking for an honest, reliable, and trustworthy people person to join our hardworking Service desk team. If you have previous experience in a similar IT role, brilliant – we’d love to hear from you. We’d also love to hear from those without experience but with good IT, communication, and customer service skills. You’ll need to show us:

• Excellent communication skills to be able to effectively communicate with both technical and non‑technical colleagues
• An organised and methodical approach to your work, able to prioritise a variable workload
• A naturally organised and diligent manner with the ability to keep calm and remain focused under pressure
• The ability to work efficiently and effectively on your own using your initiative, but also as part of a small close‑knit team
• A motivation and enthusiasm for learning, keen to keep your IT knowledge up‑to‑date and encourage your colleagues to do the same

You’ll need to be over 18 years old to be a Service Desk Operator, as you’ll need to qualify for a Security Industry Authority (SIA) licence.

In addition to working for a successful co‑operative business, we offer our colleagues fantastic benefits, including:

• 30 days annual leave (including bank holidays) (pro‑rota)
• Pension scheme offering up to 12% employer contributions
• Generous colleague discount rates across our family of businesses
• Annual discretionary colleague bonuses to reward you for your hard work
• Free tea and coffee provisions for all colleagues during rest breaks at work
• Working schedules that are available twelve weeks in advance, giving you time to plan around your shifts.

We are committed to the development of our colleagues and will support you to achieve your career goals. As your confidence grows, you’ll have the opportunity to take on additional responsibilities and further progress your career with us through ongoing training, which may open the door to management opportunities and beyond.

To succeed in this role, the successful candidate will need to work towards and achieve the SIA licence in CCTV monitoring which would be fully funded by the Society, if not already held. The terms of this will be discussed with you in more detail at the interview stage.

We work together as a Society and are committed to ensuring our recruitment process is barrier free and as inclusive as possible for everyone.