IT Support Associate

Our client is one of the UK’s largest privately held software companies and a trusted provider of mission-critical software and services. Our purpose is simple: to ensure our customers get things right first time, every time.

They are now seeking an IT Support Associate to join our Group IT team and help support colleagues across the business.

Reporting to our IT Support Team Lead, you will act as the first point of contact for IT-related issues and service requests across the organisation. You’ll be responsible for diagnosing, resolving, and escalating incidents while delivering exceptional customer service and contributing to business outcomes.

Key Responsibilities

• Act as the first point of contact for service requests and incidents
• Log, categorise, and track incidents and service requests following agreed procedures
• Provide impact assessments and customer communication
• Diagnose and resolve first-line technical issues
• Monitor tickets from start to resolution, escalating where necessary
• Provide advice to end users on appropriate solutions or actions
• Maintain accurate records and documentation
• Support problem identification and contribute to reliability data
• Create and update knowledge articles
• Adhere to performance targets, policies, and control standards
• Provide essential online security advice and guidance

About You

• A-Level (or equivalent) qualification or relevant experience
• Strong understanding of Microsoft products
• ITIL Foundation qualification or ITIL experience (beneficial)
• Experience working on an IT Service Desk or in End User Support (beneficial)
• Strong communication and customer service skills
• Excellent attention to detail
• Ability to document processes, procedures, and knowledge articles
• Strong time-management and organisational skills

Application Process

• Apply using the link above
• Complete CCAT & EPP Tests sent to you online:
• CCAT: General aptitude test (15 minutes)
• EPP: Employee personality test (untimed)
• Short screening call with a recruiter
• In-person day in our Manchester office on 18th December where you will meet the team and get a feel for the office!

Please note: the vacancy may close early in the case of a high number of applications so please apply as soon as possible in order to ensure you are considered.