Company Overview:
We develop cutting edge technologies to provide solutions to our clients’ everyday problems from a real world, hands on perspective. Our clients are primarily in the Security, Cleaning, Facilities Management and Hospitality sectors.
The Role:
As a Service Desk Agent, you will join our front-line service desk team, handling a wide variety of client-facing and behind-the-scenes responsibilities. You’ll serve as a crucial overnight link between frontline staff, mobile response teams, and clients — monitoring systems, coordinating tasks, and responding effectively to incidents and alarms. This is not a passive monitoring job — it’s a hands-on, decision-making role where your judgement, attention to detail, and ability to remain calm under pressure will directly impact service quality and safety.
Job description:
We are seeking a highly organised, motivated, and responsible Service Desk Agent to join our busy Service Desk team operating predominantly within the security industry. This key role acts as the central communication point between front-line staff and our clients, ensuring seamless operations and high service standards.
You’ll be handling a variety of critical tasks including welfare checks, technical support, shift logging, and client reporting, often working independently while managing multiple tasks and priorities.
Team members will undergo an initial three stage training plan, taking them through the company, its clients and our systems as well as training on specific technical, customer service and project management skillsets. Upon completion of this programme, their pay packages will be increased accordingly.
The ability to adapt, learn and manage your own time efficiently is vital for this. However time will be made available within our dedicated training facilities and meeting spaces to complete these sessions.
For those who already have skill sets covered within our training programme, and are able to demonstrate this, we will be able to progress them through their probationary period faster. However we are looking to cultivate a team that is predicated on both their technical skills as well as their wider customer service capabilities. As such, customer service approaches will be given equal weight to all roles.
Duties and training.
On completion of basic training
- Monitoring systems and logging data accurately.
- Dealing with immediate problems and client requests.
- Handling incoming and outgoing telephone calls, including control related and general systems tech’ support enquiries.
- Tasking jobs to clients’ staff via our workforce management system as required.
- Updating system with cover and making calls to cover clients' staff requirements at short notice.
- Completion of full in-depth reports of incidents and faults which may occur.
- Following strict and varied processes when carrying out specific tasks on behalf of clients and their wider stakeholders.
- Provision of first line support to clients for our wider product and service offering.
- Carrying out initial triage of tickets that are received either via email or phone call.
On completion of stage 2 training
- Investigating and resolving more complex problems encountered by our user base.
- Building of reports for clients using our internal solutions and MS SQL such that they can run them in future on their own.
- Once fully conversant with our systems and services, there is scope for growth into roles including carrying out client and user training as booked by the training coordinators.
On completion of stage 3 training
- Creation and publication of Microsoft Power BI dashboards via our platforms for our clients.
- Assisting our integrations team with analysis and import of new client data when onboarding.
Onward training within the employee journey to include aspects Project Management such as as well as other technical focused training.
Essential Skills
- Excellent verbal and written communication skills
- Experience in customer service management capacity
- Experience of working night shifts
- High attention to detail
- Ability to stay composed when handling incidents and retain a professional tone while under pressure
- Timekeeping and reliability are of the utmost importance
- Confident in the use of Windows Platforms and associated software. Ideally Apple devices too
- Ability to multitask and prioritise workload under pressure
Desirable Skills
- Problem-solving skills, technically aware, with confidence in business technology and systems
- Intermediate Level Excel Knowledge
- Basic SQL knowledge
- Data analysis or business systems-related capabilities
- Certified in Microsoft 365 application configuration
Hours
We operate a 24-hour Service Desk, hence various shifts patterns and hours are available to successful applicants.
Contracts spanning 28 to 40 hours with options for up to 46 hours per week in overtime available.
Day shifts available with varying hours/patterns, available between 07:30 and 20:30.
NB: All contracts will require some work on at least one weekend in three.
Remuneration
Day roles starting from £27, 000 pa for 40 hour positions, with progression to £30,000 pa upon successful completion of Stage 3 training.
Ongoing pay progression as experience and training is gained.
Benefits:
- Company events
- Company pension
- Private dental insurance
- Private medical insurance
Schedule:
- 8 hour shift
- Day shift
- Overtime
- Weekend availability
Job Type: Full-time
Pay: From £27,000.00 per year
Benefits:
- Company events
- Company pension
- Private medical insurance
Application question(s):
- Are you able to work weekends as part of your shift rotation?
- Do you have Grade C/ Grade 4 or above in GCSE/equivalent in English?
- Do you have Grade C/ Grade 4 or above in GCSE/equivalent in Maths?
Education:
- A-Level or equivalent (required)
Experience:
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Location:
Work Location: In person
