Senior Support Services Agent
Job Description
Based in Farnborough | Competitive SalaryThe RoleAs a Senior Support Services Agent, you'll act as a technical and operational lead within the Support Services team, supporting the Support Services Team Lead in day-to-day oversight whilst providing mentorship and escalation support to other Support Service AgentsDay-to-day, you'll bring advanced technical expertise, foster knowledge sharing, and ensuring the teams activities align with defined standards and service level agreements.
Your responsibilities will include:
Providing first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requestsAdvanced troubleshooting of hardware, software, network, and account-related issues in-line with the technologies implementedMonitoring and managing daily ticket requests to ensure appropriate prioritisation, ownership, and timely resolutionAllocating workload across agents, balancing operational demand and team capacity and accurately logging, categorising and prioritising tickets in line with defined SLAsSupporting the Support Services Team Leads with shift coverage planning and handover coordinationActing as a point of contact in the absence of the Team Leads for operational decision or escalationsApplying advanced troubleshooting skills across on-prem and cloud-based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN)Essential experience of the Senior Support Services Agent: Extensive experience working in a service desk or IT support environmentProven ability to coach or mentor junior colleaguesA strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, SharePointGood experience with Active Directory/ Azure AD user management, mobile device management (Intune)Previous experience VPN and MFA troubleshootingPrior experience showingEssential qualifications for the Senior Support Services Agent: ITIL Foundation Certification or working knowledgeInterested? Apply today via the link provided.