Customer Support Associate

Proact IT UK; Glasgow; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary £27,758.64 per annum

33 holidays plus birthday off

Company Pension Scheme

Private health care cover with Vitalia

3 charity days per year

Option to purchase extra 5 days annual

Company laptop

Rewards and recognition programme

Job summary

Proact IT UK is seeking a Customer Support Associate in Glasgow to monitor events, triage incidents, and coordinate resolutions within ITIL-aligned processes. You will be the first point of engagement for operational events and incidents, growing towards Technical Support and Engineering roles.

Responsibilities include logging, prioritising, and escalating incidents while maintaining strong customer communication. The role offers a path to advancement within IT operations.

Qualifications

• Excellent verbal communication and written communication skills.
• Ability to prioritise workload and manage multiple tasks.
• Positive attitude and willingness to learn.
• Ability to work effectively as part of a team.
• Strong attention to detail and commitment to quality.

Responsibilities

• Manage event monitoring, triage, and case logging, ensuring incidents are prioritised from detection to resolution.
• Diagnose, troubleshoot, and coordinate resolution of infrastructure and hardware issues, engaging vendors or field services when required.
• Progress incidents in line with severity and business impact, ensuring ownership or escalation and timely resolution.
• Ensure all activities and incidents are managed within SLAs with accuracy and ownership.
• Collaborate with internal resolver teams and third parties to restore service, maintaining clear customer communication.
• Undertake technical tasks from resolver and engineering teams to build Ops capability and reduce escalations.

Skills

Verbal communication

Written communication

Prioritisation

Teamwork

Attention to detail

Job description

Customer Support Associate (Location Glasgow)

Department: Service Operations – Support

The Customer Support Team plays a critical role in maintaining service stability and customer experience through proactive monitoring, accurate triage, and effective coordination of incidents and operational activities.

Responsible for event monitoring, incident management, service request fulfilment, and customer communication, the role ensures incidents are identified, prioritised, and progressed in line with agreed service levels. Working within established ITIL processes, the Customer Support Associate acts as the first point of engagement for operational events and incidents, whilst developing the skills and knowledge required to progress into Technical Support and Engineering roles.

Key Responsibilities

• - Manage event monitoring, triage, and case logging, ensuring incidents are correctly prioritised and acted on from first point of detection through to resolution or escalation.
• - Diagnose, troubleshoot, and coordinate resolution of infrastructure and hardware issues, engaging vendors or field services where required.
• - Progress incidents in line with severity and business impact, ensuring appropriate ownership or escalation, and timely resolution.
• - Ensure all operational activities and incidents are managed within agreed SLAs, maintaining high standards of accuracy, ownership, and service quality.
• - Collaborate effectively with internal resolver teams and third parties to restore service, maintaining clear communication and a strong customer service focus.
• - Undertake succession-trained and devolved technical tasks from resolver and engineering teams, building capability within Operations to improve resolution speed and reduce unnecessary escalations.

Skills & Experience

• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• Positive attitude and willingness to learn.
• Ability to work effectively as part of a team.
• Strong attention to detail and commitment to quality.

Key Behaviours

• Customer-focused and service-oriented mindset.
• Positive and proactive approach to learning and development.
• Clear and effective communication skills.
• Process-driven and quality-focused.
• Takes ownership and accountability for assigned work.

Proact provide a structured career path that can match your own personal ambitions. As a business Proact are aligned to the four key industry competencies in Virtualisation, Data, Security & Mobility. Employees with the right attitude and desire to succeed can progress through 1st, 2nd and 3rd Line, developing their own skill sets and realising their potential in IT. We offer our own in-house training on the tooling and services we use, eLearning on our core technologies and bespoke training tailored to your job role.

• Salary: £27,758.64 per annum
• 33 holidays plus your birthday off
• Company Pension Scheme
• Private comprehensive health care cover with Vitality Private Healthcare , including a range of health and wellbeing benefits with an option to add further members
• 3 charity days fully paid/ year
• Option to purchase another 5 days annual leave
• Company laptop
• Internal reward and recognition perks