Service Desk Agent - 6 month FTC

Role overview

A six-month fixed-term contract for a 1st line IT Service Desk Agent, working remotely within the UK with occasional travel to a head office. The role supports end users across a busy, multi-site business, handling incoming incidents against agreed service levels and performance targets. It suits someone early in their IT career or an experienced 1st line professional seeking a new challenge in a fast-moving environment.

Responsibilities

- Serve as the first point of contact for IT incidents, delivering a smooth customer experience from log through to resolution - Log, categorise, and progress tickets against service level agreements and team KPIs - Escalate and collaborate with colleagues to resolve issues efficiently - Maintain accurate records of incidents, communications, and resolution steps - Contribute to a collaborative, customer-focused team culture

Requirements

- Previous demonstrable experience working in a busy service or support environment - A genuine passion for delivering exceptional customer service - Comfortable working shift patterns, including some Saturdays - Strong written and verbal communication skills - Ability to work remotely with occasional travel to the head office

Nice to have

- Familiarity with Microsoft 365, Entra, and Active Directory

Benefits and work setup

- Salary of £26,000 to £27,000 per annum - 37.5 hours per week across Monday to Friday shifts (07:30–18:00) and Saturday shifts (08:00–16:00) - Generous annual leave that increases with length of service - Enhanced family leave, including six months' full pay for maternity and adoption, and two weeks' full pay for paternity - Access to a tech purchase scheme with flexible payments - Eyecare vouchers, 24/7 GP access, dental insurance, and optional critical illness cover - Flexible life assurance and partner life assurance - Discounted gym membership, travel insurance, and home and technology vouchers - A retail and lifestyle discount card