At a Glance
- Tasks: Manage service requests and incidents while ensuring top-notch customer support.
- Company: Join a secure programme in a dynamic Liverpool-based team.
- Benefits: Enjoy flexible time off, health benefits, and a pension plan.
- Other info: Great opportunities for growth and knowledge sharing in a collaborative environment.
- Why this job: Be part of a 24/7 support team making a real difference.
- Qualifications: Strong problem-solving skills and a commitment to excellent service.
The predicted salary is between 30000 - 40000 £ per year.
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to obtain it.
This onsite position is based in Liverpool and requires participation in a 24/7/365 rota.
You will provide operational support by managing service requests, incidents and lifecycle activities, ensuring they are resolved efficiently and in line with agreed service levels.
You will work independently on day‑to‑day support activities while collaborating with colleagues to deliver excellent customer service, contribute to minor upgrades and identify opportunities to improve operational processes.
You will communicate directly with clients, vendors and third‑party suppliers to resolve issues, perform basic administration across customer applications and foster a culture of knowledge sharing and continuous improvement.
- Job Responsibilities
- Resolve & manage service requests and incidents in line with best practice and SLA targets.
- Investigate & Escalate complex technical issues following established procedures.
- Support & administer customer applications and lifecycle management activities.
- Communicate & collaborate with clients, vendors and internal teams to ensure timely resolution of issues.
- Review & route incoming incidents to the appropriate support teams.
- Identify & improve opportunities to enhance operational processes and service delivery.
- Contribute & share knowledge, documentation and best practices across the team.
Qualifications
- Strong problem‑solving and analytical skills.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively within a team.
- Self‑motivated with strong organisational and time‑management skills.
- Commitment to delivering excellent customer service.
- Willingness and ability to participate in a 24/7/365 support rota.
Desirable Qualifications
- Previous experience in a customer‑facing IT Service Desk or IT Support role.
- Understanding of working to Service Level Agreements (SLAs).
- ITIL Foundation certification or ITIL awareness.
- Experience working with incident and service request management tools.
Benefits
- Insurance coverage
- Medical benefits
- Pension plan
- Member Assistant Programme
- Check4Cancer
- Flexible time off
- Share Purchase Plan
- Member discounts
- Dental benefits
- Vision benefits
- Profit Participation Plan
- Health and Wellbeing Programme
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