Only candidates holding current DV clearance should apply.
1st Line Service Desk Call Handler (DV Cleared)
Location: Westminster, London
Working Pattern: Fully office-based, 5 days per week
Hourly Rate: Competitive
Contract: Initial duration to be confirmed
Start Date: Immediate
Security Clearance: Current DV clearance required
The opportunity
Salt is recruiting for a 1st Line Service Desk Call Handler to join a high-profile government environment in Westminster.
This is an excellent opportunity to apply your customer service and first-line IT support skills in an environment where clear communication, responsiveness and discretion are essential. Acting as an initial point of contact for users, you will help capture, assess and progress IT enquiries while keeping people informed.
The role would suit someone with experience in an IT service desk or technical call handling environment who is available to start at short notice.
This job description provides a general overview of the role. More detailed information about the specific duties and working environment will be shared with suitable applicants as they progress through the recruitment process.
Shift Length: 8.15 hours per day
Shift Start Times: Either 07:45 or 10:45
Key responsibilities
. Answer incoming service desk calls professionally and establish the nature of each user's issue or request
. Log incidents and service requests accurately, capturing relevant information and troubleshooting already completed
. Assess and categorise enquiries in line with agreed procedures, considering their impact and urgency
. Provide basic first-line troubleshooting and guidance within your knowledge, access permissions and agreed remit
. Resolve straightforward enquiries using documented guidance and approved support processes
. Escalate more complex issues to the appropriate technical team, providing clear notes to support further investigation
. Keep users informed of progress, next steps and any updates available
. Maintain accurate records of actions taken, resolutions and outstanding work
. Follow identity verification, information security and confidentiality procedu...
1st Line Service Desk Call Handler (DV Cleared) in East Kilbride employer: Salt
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