Senior Support Services Agent

Based in Farnborough | Competitive Salary

The Role

As a Senior Support Services Agent, you'll act as a technical and operational lead within the Support Services team, supporting the Support Services Team Lead in day-to-day oversight whilst providing mentorship and escalation support to other Support Service Agents

Day-to-day, you'll bring advanced technical expertise, foster knowledge sharing, and ensuring the teams activities align with defined standards and service level agreements.

Your responsibilities will include:

• Providing first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requests
• Advanced troubleshooting of hardware, software, network, and account-related issues in-line with the technologies implemented
• Monitoring and managing daily ticket requests to ensure appropriate prioritisation, ownership, and timely resolution
• Allocating workload across agents, balancing operational demand and team capacity and accurately logging, categorising and prioritising tickets in line with defined SLAs
• Supporting the Support Services Team Leads with shift coverage planning and handover coordination
• Acting as a point of contact in the absence of the Team Leads for operational decision or escalations
• Applying advanced troubleshooting skills across on-prem and cloud-based infrastructure (Active Directory, Azure AD, Microsoft 365, Windows, iOS and VPN)

Essential experience of the Senior Support Services Agent:

• Extensive experience working in a service desk or IT support environment
• Proven ability to coach or mentor junior colleagues
• A strong working knowledge of Microsoft Windows 11/12, Microsoft 365, Teams, SharePoint
• Good experience with Active Directory/ Azure AD user management, mobile device management (Intune)
• Previous experience VPN and MFA troubleshooting
• Prior experience showing

Essential qualifications for the Senior Support Services Agent:

• ITIL Foundation Certification or working knowledge

Interested? Apply today via the link provided.