Act as the initial point of contact for customers, providing high-quality service and resolving technical issues. Work is based in Barrow In Furness with a hybrid model that includes office, client site, and home-based work. Responsibilities include incident resolution, customer communication, and managing IT services using platforms such as Service Now and Intune.
Responsibilities
- Serve as the primary contact for customers, ensuring excellent service delivery and active engagement.
- Maintain regular communication with customers to support seamless interactions and resolve on-site inquiries efficiently.
- Guide users by sharing best practices, addressing recurring issues, and developing knowledge base articles to improve support resources.
- Address and resolve incidents and service requests within agreed service level agreements using tools including Service Now and Intune.
- Manage IT hardware inventory accurately using a Configuration Management Database and Active Directory.
Requirements
- Strong communication and interpersonal abilities, with proven success interacting across customer and technical teams at all levels.
- Capacity to remain effective and composed in high-pressure, fast-paced environments.
- Skilled in critical thinking and creative problem-solving, with a focus on innovative solutions.
- Demonstrated experience with Microsoft Windows OS versions 10 and 11, as well as the Microsoft 365 Office Suite.
- Familiarity with IT hardware including desktops, laptops, mobile devices, printers, peripherals, and foundational networking concepts.
Nice to Have
- An interest in automation and scripting technologies is beneficial.
Tech Stack
Service Now, Intune, Configuration Management Database (CMDB), Active Directory (AD), Microsoft Windows OS (10 and 11), Microsoft 365 Office Suite
Benefits
- Hybrid working model enabling flexible work from offices, client locations, and home, without full-time remote eligibility.
- Eligibility for flexible working arrangements available to all UK employees.
- Employee wellbeing support through Mental Health Champions and access to wellbeing platforms such as Thrive and Peppy.
- Access to 250,000 training courses and external certifications from providers including AWS, Microsoft, Harvard ManageMentor, and cybersecurity programs.
- Opportunities to innovate and grow through participation in thinktanks and hackathons.
- Inclusive workplace culture that encourages authenticity and personal expression.
- Collaborative professional community offering expert guidance and peer support.
Work Arrangement
hybrid — Barrow In Furness — Hybrid working: blend of company offices, client sites, and home; unable to work at home 100% of the time.
- Inclusion is embedded in daily operations and organizational values.
- Commitment to building a diverse and welcoming environment for all individuals.
- Support for personal and professional growth through innovation and exploration.
- Lifelong learning mindset supported by extensive development resources.
- Collaborative energy fostered within a network of skilled professionals.
Additional Information
- This position is located in Barrow In Furness.
- The role follows a hybrid working model combining time in company offices, at client sites, and from home, with no option for 100% remote work.
- Pre-employment checks will verify identity, nationality (single or dual) or immigration status, employment history for the past three years, and unspent criminal record history via the Disclosure and Barring Service.
- Successful candidates must obtain Security Check (SC) clearance.
- To qualify for SC clearance, applicants must have lived continuously in the UK for the previous five years.
- Certain positions are limited to UK nationals only due to security requirements.
- The organization is a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.
- Candidates who declare a disability and meet the essential criteria will be offered an interview.
- Applicants must opt in during the application process to be considered under the Disability Confident scheme.
