1st Line Service Desk Operative

1st Line Service Desk Operative - UK

As a 1st Line Service Desk Operative you are a key member of Sigma IT. You work with a diverse team of engineers to provide high‑performance break/fix, desktop support and IT administrative services to the Sigma user community across the UK and South Africa. You resolve allocated tickets according to defined procedures, adhere to strict performance criteria and report to the IT Service Desk Team Lead.

You will process IT incidents and requests (tickets), prioritise them in line with business agreements and manage them in a courteous and timely manner. You will keep all tickets up to date, maintain resolution times, communicate with all levels of the business, and collaborate with IT colleagues across the department. You will follow ITIL principles, ensure compliance with corporate security and governance processes, and take on feedback from Service Desk management to improve performance.

You will identify incidents that qualify as Major Incidents and raise escalations as required.

• At least six months of experience working with IT technology.
• Proficiency in all Microsoft Office tools.
• Ability to manage assigned tasks effectively.
• Strong command of the English language, both written and verbal.
• Strong communication skills.
• Strong problem investigation and resolution skills.
• A committed, enthusiastic and resilient approach to work.
• High levels of organisation and excellent attention to detail.
• Ability to work as part of a team and collaborate with colleagues.
• Understanding of the ITIL framework and best practices.
• Ability to contribute to the development of FAQs and training materials.
• Adaptability for flexible working.

• Career development and opportunities for internal promotions after probation.
• 22 days holiday inclusive of bank holidays, with additional days accrued the longer you remain with us.
• Monthly, quarterly and annual awards with prizes.
• Employee Assistance Program (EAP) and Mental Health First Aiders.
• £250 bonus for each referred friend who joins and passes probation.
• Tree planting in the Sigma Forest after probation.
• Discounted Pure Gym membership.
• Work from home.
• Employee pension scheme.
• Internal social media platform for community and collaboration.