Join the IT Naturally Team
Work for an award-winning employer that puts people first.
We’re proud to be named Employer of the Year – two years running. We go the extra mile for our employees, so they can go the extra mile for our customers.
At IT Naturally, we’re more than just colleagues - we’re a team. We support each other like family and believe that when you invest in people, they invest back in you. That’s why we offer:
- Unlimited training budget (yes, really!)
- Private healthcare from Day 1
- A company performance-related bonus (which we’ve delivered every year!)
See all our benefits here: https://www.itnaturally.com/careers/
As a B Corp-certified MSP, we’re changing the face of the industry by putting people and the planet first. We support 250+ seat businesses with 24/7 IT services, keeping them secure, efficient, and cost-effective.
Our employees are at the heart of everything we do, and our success is measured by customers who can ‘Enjoy not talking about IT’ because when we’re their MSP, it just works.
We’re always looking for people who bring fresh ideas, want their voices heard, and thrive in an environment where people come first.
Our inclusive workplace values diversity, equality, and inclusion, and we encourage applicants from all backgrounds to apply.
Salary
- From £26,000 per year + night shift allowance
- Offered initially on a 6-month fixed-term contract (with full benefits)
Shift Pattern
12 Hour shifts on a 4-on-4-off basis (Day and Night shifts 7AM – 7PM, 7PM – 7AM)
We are unable to offer sponsorship for this vacancy.
Role Overview
As a Service Desk Agent in IT Naturally you will be responsible for offering 1st and 2nd line support and technical assistance to our customers by helping them complete tasks or troubleshoot problems through diagnostic tests and remote access into their computers.
Role Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email or chat.
- Perform remote troubleshooting through diagnostic techniques and relevant questions, determine the best solution based on the issue and details provided by the end user and walk the end user through the problem-solving process.
- Record incidents and service requests and their resolution in a ITSM tool.
- Use monitoring tools and respond to alerts and events as they occur to minimise disruption for the end user.
- Provide 2nd line support to resolve workplace services, network, security and platform incidents and fulfilment.
- Update and maintain knowledge and standard operating procedures.
- Follow-up and update the end users on status and information.
- Identify and suggest possible improvements on procedures and pass on any feedback or suggestions by customers to the appropriate internal teams.
- Escalate unresolved issues to the 3rd level technical support teams and track progress and resolution.
Role Requirements
- Proven experience as an IT service desk agent or other customer support role
- Good understanding of computer systems, mobile devices and other tech products
- Excellent verbal and written English communication skills
- Problem-solving and remaining calm under pressure
- GCSE Maths and English (minimum grade 4 or C)
- ITIL certified or demonstrable experience of working in an ITIL environment
- SFIA skills level 3
Interview Process
The selection process consists of three stages:
- Psychometric Assessment – to help us understand your strengths and working style.
- Initial Video Interview – a chance to discuss your experience and motivations.
- Final Face-to-Face Interview – a formal and in-depth interview with the hiring team.
The successful candidate will be subject to pre-employment checks, including a BPSS (Baseline Personnel Security Standard) check.
Deadline for applications: 31st August 2026
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: From £26,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
Application question(s):
- This role will require you to work nights shifts, is this something you are willing to do?
- Will you now or in the future need sponsorship to work in this role?
- Will you be able to reliably commute to our office in Peterborough?
Experience:
- Customer support: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Peterborough PE2 6FY
