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- Tasks: Provide 1st line IT support and troubleshoot issues for users.
- Company: Leading defence and security organisation with a dynamic team.
- Benefits: Competitive salary, health insurance, flexible hours, and generous holiday allowance.
- Why this job: Join a supportive team and enhance your IT skills in a rewarding environment.
- Qualifications: Experience in IT support, strong communication skills, and problem-solving abilities.
- Other info: Opportunities for career growth and community volunteering.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Must be either a British/Irish national or holds ILR and lived in the UK for the last 5 years. Our client, a leading defence and security organisation, is currently seeking an IT Support Services Agent to join their team in Farnborough. This permanent role involves providing 1st line support to internal users, ensuring high-quality, customer‑centric service delivery across both legacy on‑premise and modern cloud‑based environments.
Key Responsibilities
- Provide first‑line support for IT‑related incidents and service requests via phone, email, remote tools, and IT Service Management tools.
- Accurately log, categorise, and prioritise tickets in line with defined SLAs.
- Troubleshoot hardware, software, network, and account‑related issues.
- Manage the lifecycle of the corporate iPhone and iPad estate using MDM tools (e.g., Intune or Jamf).
- Escalate complex issues to Senior Support Services Agents or 2nd/3rd line teams as appropriate.
- Provide clear, friendly, and professional communication to users of varying technical ability.
- Document steps taken to resolve issues, contributing to the knowledge base where applicable.
- Participate in an on‑call support rota, providing remote support for incidents outside of standard working hours.
Job Requirements
- Experience with IT Service Desk operations and 1st line support.
- Excellent communication and interpersonal skills.
- Strong troubleshooting and logical problem‑solving abilities.
- Customer‑focused and empathetic approach.
- Attention to detail and accuracy in logging information.
- Ability to work independently and as part of a team.
- Willingness to work flexible hours as part of a rota and participate in on‑call as required.
- Proficiency in using ITSM and remote support tools (e.g., ServiceNow, BeyondTrust, Cherwell).
Experience & Qualifications
- Experience in an IT support or helpdesk role.
- Working knowledge of Microsoft Windows and Office 365.
- Experience with Active Directory/Azure AD account administration.
- Basic networking and remote access troubleshooting skills.
- Experience with mobile device support, particularly iOS (iPhones/iPads).
- Understanding of ITIL Foundation v4 (or willingness to obtain).
Benefits
- Matched contribution pension scheme with life assurance.
- Competitive holiday allowance with the option to purchase additional days.
- Compressed working option with Friday afternoons or alternate Fridays off.
- Health Cash Plan, Private Medical Insurance, and Dental Insurance.
- Employee discount portal for various services and products.
- Volunteering opportunities to support charities and the local community.
- Support for the Armed Forces community by honouring the Armed Forces Covenant.
If you are an experienced IT support professional looking for a new opportunity to further develop your career, we would love to hear from you. Apply now to join our client's dynamic team in Farnborough.
IT Support in Farnborough employer: Institute of Communication
Contact Detail:
Institute of Communication Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support in Farnborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research common IT support interview questions and practice your responses. Make sure you can showcase your troubleshooting skills and customer service experience with real-life examples.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for talented individuals like you to join our team!
We think you need these skills to ace IT Support in Farnborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support and aligns with the job description. Use keywords from the listing to show we’re a perfect match for each other!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for IT support and how your skills can contribute to our team. Keep it friendly and professional, just like the service we provide.
Show Off Your Troubleshooting Skills: In your application, give examples of how you've tackled tricky IT issues before. We love seeing your problem-solving abilities in action, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to get your application and ensures you don’t miss out on any updates from us!
How to prepare for a job interview at Institute of Communication
✨Know Your Stuff
Make sure you brush up on your IT support knowledge, especially around 1st line support and the tools mentioned in the job description like ServiceNow and Intune. Familiarise yourself with common troubleshooting techniques for hardware and software issues, as well as basic networking concepts.
✨Show Off Your Communication Skills
Since this role requires clear and friendly communication, practice explaining technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with how you’d interact with users of varying technical abilities.
✨Demonstrate Your Customer Focus
Prepare examples from your past experiences where you went above and beyond for a customer or resolved a tricky issue. Highlight your empathetic approach and how you ensure a high-quality service delivery, as this is key for the role.
✨Be Ready for Scenario Questions
Expect to be asked about specific scenarios you might face in the role. Think through potential incidents you could encounter and how you would log, categorise, and prioritise tickets. This will show that you understand the importance of following SLAs and maintaining accurate records.