Job Title: Service Desk Operator (Tier 1)
Location: Remote / On-site (Rota shifts)
Hours: Rota Pattern (Early, Day, Late)
Salary: £27,000 - £29,000 (dependent on experience)
Benefits: 25 days holiday + Bank Holidays/Pension/Health Scheme/Bonuses for Weekend & Bank Holiday work
Type: Full-Time
Role Overview:
Alecto Recruitment is representing a leading provider in the digital out-of-home advertising industry, seeking a Service Desk Operator (Tier 1) to join their growing team. This role is pivotal in delivering first-line technical support, troubleshooting across Linux, Windows, and network systems. The ideal candidate will provide excellent customer service and ensure efficient incident management.
Key Responsibilities:
Provide first-line remote support and troubleshooting to clients, ensuring swift resolution.
Communicate clearly with clients via chat, email, or phone, providing updates on incident progress.
Produce reports and analyse common issues using UniHUB (Data/Case Management platform).
Collaborate with system integrators to commission new screens and ensure proper software installation.
Ensure service level agreements (SLAs) are met and maintain high customer satisfaction.
Key Tasks:
Work within a 24-hour service desk rota.
Monitor screen hardware/software and network performance to meet KPIs.
Manage incidents on the UniHUB platform, providing remote fixes where possible.
Maintain up-to-date site and case information in the UniHUB platform.
Collaborate with logistics and field service teams to ensure timely case resolution.
Required Knowledge & Experience:
Previous experience in a first-line IT support role.
ITIL certification is desirable.
Knowledge of the Digital Out-of-Home (DOOH) sector or AV technology is advantageous.
Strong troubleshooting skills for both hardware and software issues (PC/Mac).
Good understanding of Linux preferred.
Personal Attributes:
Strong customer service orientation.
Ability to work effectively in a fast-paced, evolving environment.
Positive attitude, resilience, and a strong team player.
Flexible and adaptable, with a commitment to high standards of service delivery.
INDAV