Digital Transformation - IT Service Support Agent in Chesterfield

As an IT Service Desk Agent you will join us on our journey and undertake a truly valuable role responsible for resolving Software, Hardware, and Network-related issues to ensure the smooth functioning of Technology Services. The IT Service Desk Agent acts as the first point of contact for users seeking technical assistance, and they must possess excellent communication and problem-solving skills to effectively address user concerns.

You will be working to provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps. This role offers you an exciting opportunity to collaborate with other support professionals, technicians, or developers. Strong teamwork and collaboration skills are essential for effective problem resolution and knowledge sharing.

What you’ll need to succeed:

• Provide timely and effective technical support to end-users via phone, email, chat, or in-person.
• Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
• Identify, diagnose, and resolve technical problems reported by end-users.
• Escalate complex issues to the appropriate IT teams or senior support staff for further investigation and resolution.
• Document all support requests, incidents, and solutions in the helpdesk ticketing system or incident management tool.
• Ensure accurate and detailed records are maintained to track the progress and resolution of each reported issue.
• Put the customer at the centre of your interactions and prioritise their needs and satisfaction.
• Listen actively, empathise with their concerns, and provide personalised assistance.
• Develop strong analytical and problem-solving abilities to diagnose and resolve customer issues.
• Utilise a logical and structured approach to troubleshoot problems, identify root causes, and propose effective solutions.
• Prioritise tasks and manage your time effectively to ensure timely responses to customer inquiries.
• Strive to meet or exceed service level agreements (SLAs) and keep customers informed about progress or delays.

At Post Office Ltd, we’re proud to be at the heart of communities across the UK, upheld by the dedication and service of our postmasters. We offer essential services that people rely on every day, from parcels and banking to identity and government services. While we continue to evolve with digital innovation, our commitment to personal, face-to-face service remains core to who we are.

Our journey is one of reflection, growth, and meaningful change. We’re looking for people who think differently. Those with resilience, purpose, and a deep sense of responsibility to our postmasters, partners and the communities they serve.

If you're driven by the chance to make a real impact and help shape a future, built on progress and integrity, we’d love to hear from you.

Our commitment to embracing diversity extends beyond just words. While we’ve outlined key skills above, we recognise that great candidates come from a variety of backgrounds. We value diverse perspectives and are committed to building an inclusive workplace where everyone can thrive.

As a Disability Confident Employer, we recognise the value people with disabilities can bring to our business. If you require any reasonable adjustments throughout the recruitment process or would like further details on the job description, please contact talentacquisition@postoffice.co.uk.