24/7 Service Desk Specialist - Customer Support & IT Ops

nLighten; Milton Keynes; On-site; GBP 24,000 - 32,000; Full time

Job summary

nLighten in Milton Keynes is seeking a Service Desk Support Agent to join a 24/7 environment. You will be the first point of contact for customers, manage service requests, incidents, and operational queries, and collaborate with Helpdesk Lead and teams to deliver excellent service.

The role combines customer service, ticketing coordination, and administrative support in a fast-paced, collaborative setting, with opportunities to improve processes and reporting across European markets.

Qualifications

• Previous experience in a Service Desk, Helpdesk, Customer Support, or similar customer-facing role.
• Experience working in a fast-paced operational environment where priorities and workloads can change quickly.
• Strong customer service skills with a genuine passion for delivering an excellent customer experience.
• Experience using ticketing, service management, or case management tools.
• Salesforce experience is highly desirable.
• Experience within the data centre, IT infrastructure, cloud, telecommunications, or technology sector would be advantageous.
• Strong organisational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a high level of accuracy and professionalism.
• A proactive, self-motivated, and solutions-oriented approach.
• Strong teamwork skills with the ability to build positive relationships across departments.
• Fluency in written and spoken English is required.Additional European language skills would be beneficial.

Responsibilities

• Act as the first point of contact for customer queries received via telephone, email, and ticketing systems.
• Monitor and manage incoming service requests, incidents, and support tickets across multiple channels.
• Ensure tickets are assigned to the appropriate internal teams and progressed in line with service expectations.
• Escalate ageing or business-critical tickets promptly to the relevant stakeholders.
• Advocate for customers by proactively identifying issues and ensuring appropriate escalation paths are followed.
• Maintain clear and professional communication throughout the lifecycle of customer requests.
• Maintain accurate customer records and information within internal platforms, including Salesforce and iTop.
• Support customers with the adoption of new tools, processes, and policies.
• Assist with customer onboarding activities and administrative requests.
• Coordinate customer communications relating to incidents, outages, and planned maintenance activities.
• Promote adherence to established service management processes and raise concerns where improvements are required.

Job description

nLighten in Milton Keynes is seeking a Service Desk Support Agent to join a 24/7 environment. You will be the first point of contact for customers, manage service requests, incidents, and operational queries, and collaborate with Helpdesk Lead and teams to deliver excellent service.

The role combines customer service, ticketing coordination, and administrative support in a fast-paced, collaborative setting, with opportunities to improve processes and reporting across European markets.