Key Responsibilities
- Engage with customers via multiple channels (including phone, email and service portal), providing efficient and effective customer service to our customer’s end users and other key stakeholders
- Act as the first point of contact for technical service requests and incidents, owning each ticket through to resolution or escalation
- Ensure tickets are resolved within agreed SLAs, keeping customers informed of progress at every stage
- Identify when tickets need escalating and provide clear, thorough handover notes in line with our standard operating procedures
- Spot patterns that may indicate an underlying problem and flag them through our Problem Management process
- Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
- Build good working relationships with our clients, developing familiarity with their environments over time
- You’ll also be part of an ISO-compliant organisation, which means upholding our standards around Quality Management, Information Security, data protection, and health & safety - all of which we’ll fully support you with.
- Undertake any other duties as reasonably requested.
What we’re looking for
This is a true entry-level role — we do not expect you to arrive with all the answers. What matters most is the right mindset: someone who is genuinely curious, takes ownership of their work, and wants to grow. Beyond that, we’re looking for someone who brings:
- A genuine interest in technology and how it supports the people and businesses that use it
- Strong communication skills — clear, friendly, and professional whether written or verbal
- Good organisational skills and a proactive approach to managing your own workload
- A collaborative approach — you work well with others and ask for help when you need it
- Reliability and ownership — you follow through on commitments and keep people informed
- Calm under pressure — you can prioritise effectively when things get busy
It would be a bonus, but is not essential if you also have:
- Previous experience providing IT support at 1st Line level, or in a similar service desk environment
- Familiarity with Microsoft technologies, including M365 or Azure
- Basic experience with Microsoft Exchange administration
We don’t expect you to tick every box. If you meet most of what’s listed above, we’d still love to hear from you.
Our commitment to inclusion
At Chorus, we stay curious about the people we work with as much as the technology we work on. We believe diverse perspectives make us better — and we are committed to building a workplace where different backgrounds, experiences and ways of thinking are welcomed and valued. We welcome applications from people of all backgrounds and experiences. If you need any adjustments at any stage of our recruitment process, please let us know. Please feel free to submit your covering letter via video if you prefer.
