It Work, Jobs in Great Stretton, Lec (with Salaries)

Desktop Support Engineer L1
Cameo —Leicester
- £24,784.50 - £25,000.00 a year
- Full-time
- Customer service
- Administrative experience
- Analysis skills
Quick apply
4d
IT Support Technician
Howes Percival —Leicester
- Customer service
- English
- Microsoft Office
- Employee discount
6d
Associate Field Services Technician, IT
Aptean —Leicester
- Full-time
- Computer literacy
- Analysis skills
- Travel
12d
IT Support Analyst 2nd Line
Yusen Logistics (UK) —Northampton
- £39,339.24 a year
- Full-time
- Hybrid work
- Travel
- Warehouse experience
- IT
- Referral programme
End User IT Support Manager
Brush Group —Loughborough
- Hybrid work
- Continuous improvement
- Organisational skills
- Training & development
- Employee assistance programme
- Life insurance
11d
Desktop Support Engineer
Getronics —Wellingborough
- £30,000 - £35,000 a year
- Full-time
- Customer service
- Windows
- Microsoft Office
- Health & wellbeing programme
- Annual leave
Quick apply
5d
IT TECHNICIAN
Commercial IT Recycling LTD —Nottingham
- £12.71 - £13.50 an hour
- Part-time
- Schematics
- Maintenance
- Microsoft Office
- Free parking
Quick apply
Service Desk Coordinator
Mark1 IT Solutions Ltd —Melton Mowbray
- £30,000 - £32,500 a year
- Full-time
- IT
- In-person
- Communication skills
- Free parking
Quick apply
13d
IT Helpdesk Analyst
Macfarlane Group —Coventry
- £28,000 a year
- Temporary
- Maintenance
- IT
- AI
- Free parking
- Annual leave
Technical Support Electronics Specialist
National Space Centre —Leicester
- £30,520 a year
- Overtime
- Organisational skills
- Communication skills
- Mechanical knowledge
Quick apply
IT Infrastructure Manager
Brush Group —Loughborough
- Hybrid work
- Continuous improvement
- Employee assistance programme
- Life insurance
11d
IT Analyst II - Manufacturing Applications
Caterpillar —Desford
- £41,593 - £50,000 a year
- Full-time
- Oracle
- SQL
- Analysis skills
- Annual leave
3d
IT Contracts Officer
Leicestershire Police —Enderby
- £31,749 - £35,772 a year
- Temporary
- Contracts
11d
IT Support Manager
Propel Holdings UK Limited —Nottingham
- Hybrid work
- Salesforce
- Leadership
- Communication skills
11d
IT Service Manager
XPO Logistics —Crick
- £50,000 - £65,000 a year
- Team management
- IT
- Leadership
Quick apply
4d
IT Tutor
Impact Academies —City of Leicester
- £14 - £18 an hour
- Part-time
- Oracle
- English
- Bachelor's degree
- Employee discount
Quick apply
Developer (ServiceNow) IT Service Management (ITSM) & HR Service Delivery (HRSD)
Department for Education —Whoberley
- £42,806 a year
- Full-time
- Presentation skills
- Agile
5d
IT Project Service Manager
Rhenus SE & Co. KG —Nuneaton
- Full-time
- English
- Bachelor's degree
- No degree
Technical Support Engineer - Stamford, UK
Avtron Power Solutions LLC —Stamford
- From £40,000 a year
- Overtime
- Microsoft Office
- Organisational skills
- IT
- Employee assistance programme
- Employee discount
Quick apply
9d
IT Consultant -Financial Crime - Northampton, UK
Infosys —Northampton
- Analysis skills
- Communication skills
4d

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Desktop Support Engineer L1

Cameo -
Leicester

Quick apply

Job details

Full-time
£24,784.50 - £25,000.00 a year
4 days ago

Benefits

Company pension
Private medical insurance
On-site parking

Qualifications

Incident management
Customer service
Logistics
Administrative experience
Analysis skills
Organisational skills
IT
Communication skills

Full job description

Job Summary

We are seeking a proactive and customer-focused Service Desk Agent to join our Service Desk team, supporting UK and international customers across Server and Storage, IT infrastructure, Telephony, and Data Networking services.

You will act as the first point of contact for customer requests, taking full ownership of hardware-related incidents throughout the entire ticket lifecycle — from initial logging and triage through to escalation, parts coordination, scheduling, resolution, and closure. The role involves close collaboration with internal technical teams, suppliers, and field engineers to ensure faults are resolved right first time and within agreed Service Level Agreements (SLAs).

This is a fast-paced, operational role requiring strong organisational skills, a calm and analytical approach to problem-solving, and a commitment to delivering an exceptional customer experience. As our service portfolio continues to evolve, you will need to demonstrate flexibility, adaptability, and a genuine enthusiasm for learning new technologies and processes.

The role operates on a shift basis between 9:00am and 5:30pm, covering core office hours. You must be comfortable working as part of a team and independently, using initiative, following defined processes, and communicating effectively with customers and stakeholders.

To support your success, comprehensive training will be provided at our Leicestershire headquarters for approximately 2–4 weeks until you are fully competent with Cameo’s ticketing systems, tools, and processes.

Key Duties and Responsibilities

You will take end-to-end ownership of service desk tickets, ensuring timely resolution, clear communication, and adherence to contractual obligations. Responsibilities include, but are not limited to:

Logging, tracking, prioritising, and documenting incidents and service requests received via phone and email.
Performing initial triage and troubleshooting, escalating complex issues to 2nd/3rd line engineers or Cisco TAC where appropriate.
Managing hardware break-fix cases from start to finish, ensuring effective coordination between customers, suppliers, engineers, and internal teams.Ordering and sourcing parts from internal warehouses or approved third-party suppliers, ensuring SLA compliance.
Scheduling and dispatching field engineers efficiently, optimising resources based on location, skillset, urgency, and SLA.
Coordinating engineer visits and ensuring parts availability prior to attendance.
Proactively communicating progress updates to customers, internal teams, and management throughout the ticket lifecycle.
Providing proof of delivery for parts-only requests and managing returns logistics.
Raising and managing purchase orders, sales orders, and approvals for chargeable works.
Ensuring SLAs are consistently met and following escalation procedures when risks are identified.
Maintaining high-quality standards for customer experience, call handling, and documentation.
Closing tickets accurately, ensuring all parts are returned, boot stock is replenished, serial numbers are updated, and records are complete.
Supporting invoicing by approving sales orders on chargeable tickets.Identifying opportunities for continuous service improvement, highlighting process gaps, recurring issues, and efficiency improvements to Service Management.
Building strong, professional relationships with customers, colleagues, suppliers, and other stakeholders.
Supporting ad-hoc tasks as required by the Service Desk Team Leader or Head of Service Delivery.

During periods of low ticket volumes, you will assist other Cameo departments as required to support business needs. Full training will be provided. Tasks may include project case administration, reporting, purchase order management, stock analysis, and other operational activities.

Key Personal RequirementsEssential

1–2 years’ experience in a customer service, service desk, or support role.
Strong analytical and problem-solving skills.Ability to work independently, make informed decisions, and recognise when escalation is required.
Excellent customer service ethos with clear, confident verbal and written communication skills.
Strong administrative, coordination, organisational, and prioritisation abilities.
Ability to work under pressure and meet tight deadlines.
Flexible, adaptable, and positive “can-do” attitude.
Willingness to learn, develop, and embrace change.
Commercial awareness and understanding of service delivery environments.

Desirable

Experience or knowledge of IT hardware break-fix, server and storage environments, or data centre operations.
Experience working with ticketing systems
Understanding of Incident Management
Understanding of SLAs, KPIs, and contractual service delivery.
Experience coordinating field engineers or third-party suppliers.
Knowledge of logistics, parts management, or supply chain processes.
Strong attention to detail and commitment to process adherence.

Pay: £24,784.50-£25,000.00 per year

Benefits:

Company pension
On-site parking
Private medical insurance

Work Location: In person

Quick apply

Refine Your Search

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