Digital Support Technician

Ingeus UK; Birmingham; On-site; GBP 27,000; Full time

Job summary

A leading service provider in the UK is seeking a Digital Support Technician to manage customer inquiries and provide effective support through various channels. The ideal candidate should have a solid understanding of Microsoft Azure, Office 365, and relevant ITSM tools like Service-Now. This role emphasizes strong problem-solving skills and contributing to service improvement initiatives. The position offers a comprehensive benefits package, including annual leave, private medical insurance, and online shopping discounts.

Benefits

25 days of annual leave plus bank holidays

EAP Support programme

Private medical insurance

Community Giving days

Eyecare vouchers

Online Shopping discounts

Cycle to Work scheme

Long service awards

Salary Finance offering

Critical illness cover and dental insurance options

Qualifications

• Good understanding of Microsoft Azure environments, Office 365 & Networking.
• Experience with Service-Now, ITSM and associated toolsets is ideal.
• Excellent reporting and analytical problem-solving skills.

Responsibilities

• Provide support for customer queries via various channels.
• Monitor ticket reports and ensure timely resolution of issues.
• Contribute to effective service reporting and continuous improvement.

Skills

Microsoft Azure environments

Office 365

Networking

Service-Now

ITSM tools

Analytical problem-solving

Job description

Digital Support Technician
Salary: £26,200 per annum + Packagee
Location: Birmingham

You will play a crucial role for the business by proactively receiving, owning, prioritising, documenting, and resolving customer inquiries within SLA, ensuring an ongoing high-quality service is delivered, and making sure problems are appropriately escalated when necessary.

What you will be doing as our Digital Support Technician:

• Provide support and diagnosis of customer queries via email, telephone, and in-person or by agreed ITSM Tools (Service Now)
• Monitor ticket reports and follow up on escalation with relevant Service Now support groups to ensure tickets are resolved in a timely manner and that the customer is kept informed until incident and request resolution.
• Deliver and support an effective and efficient call handling capability that makes best use of technology and knowledge to respond to customer needs.
• Contribute to delivering effective service reporting for all services and provide insightful commentary that drives continuous improvement.

To be a Digital Support Technician, we will need:

• A good understanding of Microsoft Azure environments, Office 365 & Networking
• Ideally experience of Service-Now, ITSM and associated toolsets
• Excellent reporting and analytical problem-solving skills.

At Ingeus, we’ve spent time listening to our employees to build our benefits package;

• 25 days of annual leaveplus bank holidays, with the option to trade for additional leave.
• EAPSupport programmeavailable 24/7, including 6 free counselling sessions.
• Private medical insuranceandlife assurance.
• Up to2 days of Community Giving (volunteering)each year to support a cause that matters to you.
• Eyecarevouchersto help with glasses or eye care.
• Online Shopping discounts
• Cycle to Work schemeandtravel season ticket loan.
• Long service awardsto celebrate your commitment.
• Salary Financeoffering financial education and advice.
• The opportunity to purchase extra benefits likecritical illness coveranddental insurance.

We understand that everyone’s journey is different, and we’re committed to making our recruitment process as inclusive and accessible as possible. If you require any support or adjustments—whether that’s help with the application, interview format, or anything else—we’re here to listen and work with you to find the best approach.

Our goal is to ensure you can showcase your skills and potential in a way that works for you. Please don’t hesitate to contact us [e-mail] to discuss how we can support you

Please note, if we receive a high volume of applications, the role may be closed early.