First Line Triage Technology Support Agent in Guildford

The Gurney Office, Building Three, Watchmoor Park, Camberley, Surrey, GU15 3YL. At Places for People, we hire People, not numbers! So, if you like the sound of one of our jobs, you could be just who we're looking for! Of course, experience and track record are important, but we're more interested in hiring someone that embodies our People Promises. That's someone that does the right thing, is enthusiastic and motivated to grow, believes in Community spirit, is respectful and enjoys their work. As the UK's leading Social Enterprise we're dedicated to creating inclusive and thriving Communities for both our Customers and Employees. So, what are you waiting for? Join a community that cares about you!

More About Your Role

You will be the first point of contact for IT support across the business, helping colleagues resolve technical issues and keeping systems running smoothly. You'll triage incoming requests, aiming for first-time fixes where possible and escalating more complex issues to wider technology teams when needed. You'll investigate and troubleshoot hardware, software, and network issues, providing clear guidance to users both remotely and on-site where required. Alongside this, you'll manage and document incidents in the ticketing system, ensuring accurate prioritisation and timely resolution. You'll also support the installation and maintenance of IT equipment, contribute to knowledge base documentation, and work proactively to identify improvements that prevent recurring issues. This role is based on site 3 days a week at The Gurney Office, Building Three, Watchmoor Park, Camberley, Surrey, GU15 3YL.

Essential Criteria

• Experience handling IT support requests, incidents, or service desk tickets in a structured environment, with the ability to troubleshoot issues and determine when escalation is required.
• Ability to diagnose and resolve hardware, software, Microsoft 365, Windows, end-user device, and basic network issues while identifying root causes.
• Experience using ticketing systems to log, categorise, prioritise, track, and manage incidents through to resolution.
• Proven ability to prioritise workload, manage multiple requests effectively, and deliver excellent customer service while communicating technical information to non-technical users.
• Demonstrable ability to follow processes relating to data protection, security, and compliance, whilst maintaining accurate documentation, knowledge articles, and technical procedures.

More About You

You're a proactive and organised individual who takes ownership of your work and is confident managing competing priorities. You enjoy troubleshooting issues, finding practical solutions, and using your initiative, whilst knowing when to escape or seek support. You're passionate about delivering excellent customer service and communicating effectively with colleagues of all technical abilities. You take pride in providing a professional and reliable support experience. You're motivated to learn and continuously develop your technical knowledge, contribute to knowledge sharing, and support improvements to processes and documentation. You work well both independently and as part of a team, building positive relationships with colleagues, stakeholders, and external suppliers.

At Places for People, we are committed to providing a safe working environment, therefore a basic DBS check is required for this role.

Benefits

• Competitive salary with regular annual review
• Pension with matched contributions up to 7%
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holiday) with option to buy or sell days
• Healthcare cashback plan for everyday medical costs - up to £500 savings per year
• Access to wellbeing support such as counselling and flu jabs
• Private GP and health support services available
• Access to a rewards platform with retail and lifestyle discounts
• Savings on groceries, travel, shopping and home products
• Ongoing training and development opportunities
• Access to professional qualifications and career progression
• Internal development programmes and learning support
• Recognition schemes such as Star Awards and Colleagues Awards
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.

Armed Forces

We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.

Disability Confident

We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview.

Flexibility and Working Hours

For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.