IT Helpdesk Advisor — 4 on/4 off, Nights & Days

JAM Recruitment Ltd; Inverness; On-site; GBP 22,000 - 23,000; Full time

Job summary

Capgemini in Inverness is seeking a Customer Service Advisor to act as the first point of contact for clients, handling 1st line IT queries via phone, email, or web chat. The role operates on a 4 on/4 off shift pattern (18:00–07:00 nights, 07:00–18:00 days) with scope for progression as part of a larger service desk team.

You'll log requests, provide troubleshooting guidance, and escalate complex issues to specialist teams.

Qualifications

• Previous customer service experience is an advantage. IT knowledge is desirable, but full training will be provided to help you succeed.

Responsibilities

• Respond to customer requests via telephone, email, and web chat
• Log all requests using the appropriate call logging software
• Resolve issues or provide advice and guidance where possible over the phone
• Assign calls to the relevant support teams when needed
• Action Back Office requests when required
• Advise customers and support teams on known problems/workarounds
• Keep customers updated on the progress of their request or incident
• Contribute to team success by meeting agreed personal targets

Skills

Excellent communication

Problem-solving

Willingness to learn

Team work / independent work

Job description

Capgemini in Inverness is seeking a Customer Service Advisor to act as the first point of contact for clients, handling 1st line IT queries via phone, email, or web chat. The role operates on a 4 on/4 off shift pattern (18:00–07:00 nights, 07:00–18:00 days) with scope for progression as part of a larger service desk team.

You'll log requests, provide troubleshooting guidance, and escalate complex issues to specialist teams.