Experis IT

Service Desk Agent - 6month FTC

£22000 - £28000 per annum + Pension and company benefits
17 Mar 2017
14 Apr 2017
martin ferguson
Clearance Level
Job Type

Service Desk Agent - 6month Fixed Term Contract

Location: Malvern

Salary: Up to £25'000 based on experience

Clearance: Will require SC to start with a view to gaining DV Clearance

Travel: Limited

Hours: 37.5 hours, Monday - Friday between 08:00 - 18:00

Job Requirements

  • Act as initial escalation point
  • Management of the IT call logging system, ensuring all tickets are resolved within SLA.
  • Provision of first line support
  • Adhere to all service management principles, including the company's software licensing processes.
  • To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  • Ensure compliance with organisation policies, procedures and work instructions.
  • Produce statistics and management reports.
  • To take ownership of problems and be proactive when dealing with all issues.
  • To allocate calls to the relevant resolver group, initiate escalation procedures and manage incidents.
  • Demonstrate an ability to work collaboratively with customers, colleagues and suppliers under pressure.
  • Ability to co-ordinate and direct activities and tasks.
  • 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.


  • 2 years minimum in a Senior Service Desk/Incident Management role in a technology environment
  • Minimum of ITIL Foundation v3 certification
  • Minimum of CompTIA A+ qualification
  • Proven experience in Problem Management and ticket analysis.
  • Support knowledge of Windows XP / Win 7 /iOS Operating Systems (Windows 10 desirable)
  • Support knowledge of Microsoft Office 2003/2010 packages (Office 365 desirable)
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue

If you are looking to expand your skills in the service delivery area or are looking for a position that could enable you to grow into the SOC area of technology this is a role for you. If you are passionate, dedicated and keen to grow, please send through your CV.

Exposure to a Service Desk environment is KEY.

All applications will be handled in the strictest of confidence.

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