IT Customer Service Representative

context recruitment; Corsham; Hybrid; GBP 29,000; Full time

Job summary

A dynamic technology services provider in Corsham is seeking a Customer Service Representative to enhance service delivery. You'll manage incidents, support change processes, and communicate effectively with stakeholders. Ideal candidates have a background in IT customer support and an ITIL Foundation Certification. This role offers a 10-month fixed-term contract with hybrid working options after training.

Qualifications

• Some experience in a service desk or IT customer support environment.
• An understanding of service desk procedures and ticketing systems.
• Familiarity with change control and operational data centre tasks is an advantage.

Responsibilities

• Log and manage incidents and service requests.
• Communicate effectively with internal and external stakeholders.
• Support reporting and change management processes.
• Collaborate with various internal functions.

Skills

Customer service

IT support

Communication skills

Problem-solving

Education

ITIL Foundation Certification

Job description

Customer Service Representative - IT Services

Corsham

10 month fixed term contract - £29,000

An exciting opportunity has arisen for a technology focussed customer service representative to join a fast-growing technology services provider. This role is perfect for candidates with a passion for customer service, IT support, and service delivery excellence. You'll be part of a supportive, dynamic team handling incident management, change coordination and operational reporting.

Key Responsibilities

• Log and manage incidents and service requests, ensuring full and accurate documentation
• Assess and confirm priority levels, ensuring information is complete and up to standard
• Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution
• Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance and service interruptions
• Coordinate scheduled and ad-hoc service tasks in line with operational priorities
• Support reporting and change management processes
• Contribute to monthly reviews, performance reports, and service metrics tracking
• Collaborate with various internal functions to deliver contracted and ad-hoc managed services
• Escalate service concerns promptly and maintain consistent productivity

Requirements

• ITIL Foundation Certification is highly desirable
• Some experience in a service desk or IT customer support environment
• An understanding of service desk procedures and ticketing systems
• Enthusiastic and self-motivated with a genuine interest in service delivery
• Strong communicator with professional telephone and written skills
• Excellent problem-solving skills and ability to stay calm under pressure
• Familiarity with change control and operational data centre tasks is an advantage

Monday - Friday (09:00 - 17:30) with hybrid working options after training/probation.

Please note; you must be eligible for Security Clearance (minimum 5 years UK residency).