IT Shift Service Desk Agent

Job content

To provide 24*7*365 IT Service Desk initial contact support to internal and external customers, providing support on all IT-supported software and hardware and mobile communications. Responsible for the management, order and distribution of software, hardware and mobile devices and also for ensuring a high level of customer service for service requests. Requests will be received via phone, a self-service portal or in person.

The current corporate IT estate comprises of 1,600 desktops, 4,600 laptops, 700 mobiles phones, 1,900 smart devices – all supported through the IT Service Desk along with a monthly volume of 4,500 requests.

Key Accountabilities:
To provide 1st and 2nd line technical support; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.

To log, update and manage all incidents & requests via the IT call logging system relating to the QinetiQ support of all software and hardware in the Operational environment.

Adhere to all service management principles, including the company’s software licensing processes.

Responsible for Software License Management including the ordering and distribution of software.

To manage and safeguard the confidentiality, integrity and availability of company and customer information.

Ensure compliance with organisation policies, procedures and work instructions.

To take ownership of problems and be proactive when dealing with all issues.

To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.

Liaison with third party suppliers as required.

Handling QinetiQ VIP support calls in a professional manner.

Proactively investigating ways to reduce common issues and publishing self-help guides to assist the customer base. In turn this gives time back to the business.

Responsible for update and maintenance of accurate internal work instructions and processes.

Key Capabilities/Knowledge:
Excellent customer service skills both face-to-face and over the telephone

Effective interpersonal and relationship-building skills

Strong written and oral communication skills

Attention to detail

Patience

Logical

Flexible – ability to work a 24*7*365 shift with potential requirements for shift change at short notice

Professional Image

Enthusiastic

Customer Centric

Relentless focus on improving processes

Keen interest in IT

Ability to prioritise

Experience & Qualifications:
Previous experience of working in a busy Service Desk environment

Minimum of ITIL Foundation V4 certification (Desirable)

Minimum of CompTIA A+ qualification (Desirable)

Support knowledge of Win 10 /iOS Operating Systems

Support knowledge of Microsoft Office 2016 package (Office 365 desirable)

Understanding of mobile telephony and smart devices

Understanding of Active Directory

Understanding of Networking

Experience of working to defined service levels and service catalogue

This role requires SC clearance

Why Join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation, courage to take on a wide variety of complex challenges.

You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in an diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Read more about our diverse and inclusive workplace culture here.

Joining QinetiQ offers you an opportunity to work on a broad range of interesting defence-based projects with vast career progression across a global organisation in addition to competitive personal and professional benefits. You’ll receive highly competitive salary and benefits package: our basic salaries are very attractive as we constantly review what’s happening in the market. The range of benefits that we offer include, flexible working, generous holiday entitlements, Health Cash Plan, Private Medical Insurance and Dental Insurance and much more.

About QinetiQ

As a company of over 6,000 dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. Come and find out how you can play a role.