About this role
Salary: £24,785 - 25,000 per year
Requirements: 1–2 years experience in a customer service, service desk, or support role.Strong analytical and problem-solving skills, with the ability to work independently, make informed decisions, and know when to escalate.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.Experience or knowledge of IT hardware break-fix, server and storage environments, or data centre operations is desirable.Experience working with ticketing systems is desirable.Understanding of Incident Management is desirable.Understanding of SLAs, KPIs, and contractual service delivery is desirable.Experience coordinating field engineers or third-party suppliers is desirable.Knowledge of logistics, parts management, or supply chain processes is desirable.Strong attention to detail and commitment to process adherence is desirable. Responsibilities: Take end-to-end ownership of service desk tickets, ensuring timely resolution, clear communication, and adherence to contractual obligations.Log, track, prioritise, and document incidents and service requests received via phone and email.Perform initial triage and troubleshooting, escalating complex issues to 2nd/3rd line engineers or Cisco TAC where appropriate.Manage hardware break-fix cases from start to finish, coordinating customers, suppliers, engineers, and internal teams.Order and source parts from internal warehouses or approved third-party suppliers while maintaining SLA compliance.Schedule and dispatch field engineers efficiently based on location, skillset, urgency, and SLA.Coordinate engineer visits and ensure parts availability before attendance.Communicate progress updates to customers, internal teams, and management throughout the ticket lifecycle.Provide proof of delivery for parts-only requests and manage returns logistics.Raise and manage purchase orders, sales orders, and approvals for chargeable works.Ensure SLAs are consistently met and follow escalation procedures when risks are identified.Maintain high-quality standards for customer experience, call handling, and documentation.Close tickets accurately, ensuring parts are returned, boot stock is replenished, serial numbers are updated, and records are complete.Support invoicing by approving sales orders on chargeable tickets.Identify opportunities for continuous service improvement and highlight process gaps, recurring issues, and efficiency improvements.Build strong, professional relationships with customers, colleagues, suppliers, and other stakeholders.Support ad-hoc tasks as required by the Service Desk Team Leader or Head of Service Delivery.Assist other departments during low ticket volumes, including project case administration, reporting, purchase order management, stock analysis, and other operational activities. Technologies: CiscoHardwareIncident ManagementSupport More:
We are a fast-paced service organisation supporting UK and international customers across server and storage, IT infrastructure, telephony, and data networking services. This is a full-time, in-person role working a shift pattern between 9:00am and 5:30pm, with comprehensive training provided at our Leicestershire headquarters for approximately 2–4 weeks to ensure you are fully competent with our ticketing systems, tools, and processes. We offer a company pension, on-site parking, and private medical insurance, and the role provides the opportunity to work in a collaborative team environment while supporting a broad and evolving service portfolio.
last updated 31 week of 2026