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 provides first-line technical support to external customers, helping resolve day-to-day IT issues and service requests. As the first point of contact, this role is key in delivering a positive support experience and ensuring problems are accurately logged, triaged, and resolved or escalated appropriately. The role includes working with end users and customer-based IT teams and assisting with various systems and technologies.

Key Duties and Responsibilities:

• Respond to incoming support requests from external customers via phone, email, and ticketing systems.
• Log, categorise, and prioritise tickets based on impact and urgency, 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, providing clear and accurate handover notes.
• Communicate regularly with users and customer-based IT teams to provide updates, collect additional information, and confirm issue resolution.
• Support user onboarding tasks such as account setup, permissions, and device preparation.
• Maintain accurate ticket records and update internal documentation where needed.
• Identify patterns in recurring issues and escalate to senior engineers or service leads for further investigation.
• Contribute to a culture of excellent customer service and teamwork within the service desk.

Person Spec: 

• 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).
• 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.