Be part of a best-in-class IT Service Desk as a Systems Support Engineer at The Investigo Group, providing first-line technical assistance and shaping a world-class IT support function. You will be the first point of contact for users, resolving incidents, fulfilling service requests, and applying ITIL 4 best practices to deliver exceptional customer experience. This is an opportunity to learn, grow, and develop skills in a dynamic coalition of cutting-edge technology firms.
What You'll Do
- Be the face of IT support: Provide first-line technical assistance via phone, email, and remote tools, delivering outstanding customer service.
- Own the ticket lifecycle: Log, triage, and resolve incidents and service requests in our ITSM platform, aiming for first-contact resolution wherever possible.
- Deliver against SLAs: Work within agreed service levels, proactively communicate risks, and escalate when necessary.
- Keep users informed: Maintain clear, timely updates on ticket progress from start to finish.
- Manage service requests: Handle account administration, reporting, and hardware/software configuration.
- Contribute to improvement: Create and maintain knowledge articles, support documentation, and participate in service enhancement projects.
- Champion best practice: Apply ITIL 4 principles pragmatically to improve processes and user experience.
What We're Looking For
- Have the right to work in the UK
- Have lived in the UK continuously for the past 5 years
- Not have spent more than 6 months outside the UK in total during that period
- Be willing to undergo security vetting as part of the onboarding process
- Eligibility for Security Check (SC) clearance
Team & Environment
- Team structure: IT Service Desk
- Culture: Dedicated to Diversity, Equity, and Inclusion (DEI). A workplace where people from all backgrounds are welcome and empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment that thrives on innovation and collaboration.
Benefits & Compensation
- Competitive salary based on experience
- Benefits package
Work Mode
- Type: Hybrid
- Locations: Liverpool, Merseyside
- Flexibility: 3 days a week on site following probation
Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel. We actively seek diverse talent, promote fairness, and foster an inclusive environment where every voice matters, driving innovation and progress in our dynamic tech community.
