IT Customer Service Representative

Context Recruitment; England; Hybrid; GBP 29,000; Full time

Job summary

A leading technology services provider in Corsham is looking for a Customer Service Representative to join a dynamic team focusing on IT support and service excellence. Responsibilities include managing incidents, communicating with stakeholders, and contributing to performance reporting. Candidates should have some service desk experience and strong problem-solving skills. The role offers hybrid working after training and requires eligibility for Security Clearance.

Qualifications

• Experience in a service desk or IT customer support environment is required.
• Strong communicator with professional telephone and written skills.
• Familiarity with change control and operational data centre tasks is an advantage.

Responsibilities

• Log and manage incidents and service requests, ensuring full and accurate documentation.
• Communicate effectively with internal and external stakeholders regarding incident updates.
• Contribute to monthly reviews, performance reports, and service metrics tracking.

Skills

Customer service

Incident management

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).