Service Desk Associate

Service Desk Associate
Mansfield, hybrid – 1 day per week in the office for meetings etc
£25,000 - £27,000 plus on-call allowance
37.5 hours  - Monday – Friday, plus 1 in 3 “on-call” weekends

Overview:

The Service Desk Associate role provides 1st technical support to external customers, helping resolve day to day  IT issues & service requests. This role is key in delivering a positive support experience & ensuring problems are accurately logged, triaged, resolved or escalated. The role includes working with end users, customer based IT teams and assisting with various systems and technologies.

Key Duties and Responsibilities:

• Respond to incoming support requests (phone, email, and ticketing systems.)
• Log, categorise, and prioritise tickets following agreed SLAs.
• Provide first-line technical support for everyday IT issues, including password resets, software errors, printing problems, and basic hardware troubleshooting.
• Assist in resolving issues with email, internet connectivity, remote access, and desktop configuration.
• Work closely with senior engineers to escalate complex incidents
• Communicate regularly with users and customer-based IT teams 
• Support user onboarding tasks 
• Maintain accurate ticket records and internal documentation
• Identify patterns in recurring issues and escalate tfor further investigation.
• Contribute to a culture of excellent customer service and teamwork within the service desk.

Person Spec: 

• Confident and clear in deliering support over the phone
• Strong communication and interpersonal skills—clear, friendly, and professional with both technical and non-technical users.
• Customer-focused with a positive, can-do attitude.
• Eager to learn and take feedback to improve technical and service delivery skills.
• Organised and dependable—able to manage tasks and follow through on commitments.
• A collaborative team player who supports colleagues and contributes to shared goals

Knowledge and Experience:

• Previous experience in a customer service or IT support role is preferred (can include internships, helpdesk placements, or apprenticeships).
• Demonstrates a logical and analytical approach to diagnosing technical issues
• Familiarity with Windows OS, Microsoft 365 applications (Outlook, Teams, Word, etc.), and general IT troubleshooting.
• Understanding basic networking concepts (e.g., IP addresses, Wi-Fi issues, VPNs) is beneficial.
• Experience working with ticketing or helpdesk systems is a plus.
• Ability to follow processes, prioritise tasks, and maintain accurate records.
• A genuine interest in IT and a desire to learn and grow within a technical support environment

 Reward & Benefits: 

• Commitment and dedication to your ongoing personal and professional development.
• They will help you to grow to your potential so you can be at your best in your current role and to support your future career aspirations.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and customers.
• End of year bonus subject to business performance.

Please note we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs please assume you have been unsuccessful.