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9365 - IT Shift Service Desk Agent

  • Salary: Up to £27000 per annum + benefits
  • Job type: Permanent
  • Location: Farnborough, Hampshire
  • Sector: Infrastructure & Support
  • Date posted: 22/10/2018
  • Job reference: BBBH90888



UP TO + £27,000 P/A + BENEFITS


Full benefits package includes - Contributory pension scheme, share incentive plan, private medical insurance, private dental insurance, childcare vouchers, holiday vouchers, other leisure discounts etc

Our teams are comprised of dedicated people; experts in defence, aerospace, security and related markets. We draw on our extensive technical knowledge and intellectual property to provide the know-how and support to solve some of the world's most challenging problems. Our people make the critical difference to customers by providing unique approaches to problem solving

The Job

To provide 24/7/365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests. Requests will be received via phone, email or in person.

The current corporate IT estate comprises of 1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices - all supported through the IT Service Desk along with a monthly volume of 4,500 requests.

Key Accountabilities

  • To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.
    * To log, update and manage all calls via the IT call logging system relating to the QinetiQ support of all software and hardware in the Operational environment.
    * Adhere to all service management principles, including the company's software licensing processes.
    * Responsible for Software License Management including the ordering and distribution of software.
    * To manage and safeguard the confidentiality, integrity and availability of company and customer information.
    * Ensure compliance with organisation policies, procedures and work instructions.
    * To take ownership of problems and be proactive when dealing with all issues.
    * To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
    * Liaison with third party suppliers as required.
    * Handling QinetiQ VIP support calls in a professional manner.
    * Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.
    * Responsible for update and maintenance of accurate internal work instructions and processes.

    Key Capabilities & Knowledge

  • Excellent customer service skills both face-to-face and over the telephone
    * Effective interpersonal and relationship-building skills
    * Strong written and oral communication skills
    * Attention to detail
    * Patience
    * Logical
    * Flexible - ability to work a 24*7*365 shift with potential requirements for shift change at short notice
    * Professional Image
    * Enthusiastic
    * Customer Centric
    * Relentless focus on improving processes
    * Keen interest in IT
    * Ability to prioritise

    Experience & Qualifications


  • Previous experience of working in a busy Service Desk environment
    * Minimum of ITIL Foundation V3 certification
    * Minimum of CompTIA A+ qualification
    * Understanding of mobile telephony and smart devices
    * Understanding of Active Directory
    * Understanding of Networking
    * Experience of working to defined service levels and service catalogue

Desirable Qualifications

  • Support knowledge of Windows Win 7/10/iOS Operating Systems
    * Support knowledge of Microsoft Office
    * 2010/2016 packages (Office 365 desirable)

    Candidate are also required to be flexible with the ability to work a 24*7*365 shift with potential requirements for shift change at short notice. Shifts are 12 hours, days & nights.

To Apply

If you're ready to apply, fantastic! Click "apply" and if your CV is shortlisted I will call for an initial chat/screening in confidence within the next week.

If you need any further information drop me (Niki) an email at

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