Graduate 1st Line support / Service Desk Agent

20000.00 - 30000.00 GBP Annual + Pension, sick pay
08 Jun 2021
06 Jul 2021
IT, IT Support
Contract Type
Full Time
1st Line Support Consultant or graduate entry level technical support - in a Service Management consultancy.

My client are a BMC Platinum partner and support the Remedy Service Desk package and other Service Management tools produced by themselves. Reporting to the Service Delivery Manager the Service Desk Agent will be responsible for managing incoming tickets via phone, email and Self Service portal. You will be required to triage these issues, with the help of training and colleagues, take ownership of the problem and follow it through to a successful outcome for the client or escalate within the organisation.

If your background is in 1st line Support in perhaps an O365, Windows, Microsoft, ServiceNow, Cloud environment then this role is a more specialist position and full training will be given on the BMC and proprietary products as long as you have a passion for excellent Service Management.

Our client will also consider hiring a recent technology graduate who has a deep interest in technology, solving problems/researching issues and the passion to pursue a career in service Management starting in technical support.

Training will be provided on how to triage under the guidance of the Service Delivery Manager and the wider professional service and technology office teams. The role offers an exciting opportunity to work within a small team with opportunity to gain experience in Service Management.

The role will be home based with the requirement to travel to Egham, Surrey on a weekly basis, with occasional travel to client sites as required.

Ideal candidates will have some knowledge of the BMC Product sets & a strong understanding of general IT processes.

Previous experience working on in a Service Desk environment would be advantageous, but not essential as well as an understanding of IT Infrastructure (such as cloud compute and containers - Kubernetes/Dockers).

Candidates must Must be UK passport holder for potential security clearance. DBS screening may also be carried out.

Benefits include : 6% Employer Pension Contribution, Death in Service Coverage at 4x salary & Income Protection. Holiday Entitlement starts at 20 days + UK bank holidays (FTE), rising to 25 days + bank holidays after 5 years of continuous service

Application Response Policy

To apply, please submit your CV by clicking on the relevant links. If successful you will be contacted by one of our consultants within 3 working days. Unfortunately, due to the volume of applications we expect to receive, if you do not hear from us within this time you should presume your application has been unsuccessful on this occasion.

Recruitment & Diversity Statement

Grassroots Recruitment is acting as a recruitment agency and a recruitment business in respect of this vacancy. Grassroots Recruitment is an equal opportunities employer and recruiter. We welcome applications from all sections of the community, regardless of age, race, sex, sexual orientation, marital status, religion or disability.

ITIL, O365, Windows, BMC, Service Now, Remedy, Graduate, Technology

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