IT Support

Institute of Communication; Farnborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A renowned defence and security organisation is seeking an IT Support Services Agent in Farnborough. This permanent position involves delivering first-line IT support to internal users, ensuring excellent service across on-premise and cloud environments. Key responsibilities include troubleshooting incidents, managing mobile devices, and providing effective communication. Candidates should possess customer-focused skills and experience in IT service desk operations, aiming to contribute meaningfully to a dynamic technical team.

Benefits

Matched contribution pension scheme

Competitive holiday allowance

Health Cash Plan

Private Medical Insurance

Employee discount portal

Volunteering opportunities

Support for Armed Forces community

Qualifications

• Experience in IT support or helpdesk role.
• Working knowledge of Microsoft Windows and Office 365.
• Basic networking and remote access troubleshooting skills.

Responsibilities

• Provide first-line support for IT-related incidents via phone and email.
• Log, categorise, and prioritise tickets in line with SLAs.
• Troubleshoot hardware, software, network, and account-related issues.
• Manage corporate iPhone and iPad estate using MDM tools.
• Escalate complex issues as appropriate.
• Document steps taken to resolve issues.

Skills

IT Service Desk operations

Excellent communication

Troubleshooting

Customer-focused approach

Attention to detail

Team player

Proficiency in ITSM tools

Tools

ServiceNow

Intune

Jamf

Active Directory

Azure AD

Job description

Must be either a British/Irish national or holds ILR and lived in the UK for the last 5yrs.

Our client, a leading defence and security organisation, is currently seeking an IT Support Services Agent to join their team in Farnborough. This permanent role involves providing 1st line support to internal users, ensuring high-quality, customer‑centric service delivery across both legacy on‑premise and modern cloud‑based environments.

Key Responsibilities

• Provide first‑line support for IT‑related incidents and service requests via phone, email, remote tools, and IT Service Management tools.
• Accurately log, categorise, and prioritise tickets in line with defined SLAs.
• Troubleshoot hardware, software, network, and account‑related issues.
• Manage the lifecycle of the corporate iPhone and iPad estate using MDM tools (e.g., Intune or Jamf).
• Escalate complex issues to Senior Support Services Agents or 2nd/3rd line teams as appropriate.
• Provide clear, friendly, and professional communication to users of varying technical ability.
• Document steps taken to resolve issues, contributing to the knowledge base where applicable.
• Participate in an on‑call support rota, providing remote support for incidents outside of standard working hours.

Job Requirements

• Experience with IT Service Desk operations and 1st line support.
• Excellent communication and interpersonal skills.
• Strong troubleshooting and logical problem‑solving abilities.
• Customer‑focused and empathetic approach.
• Attention to detail and accuracy in logging information.
• Ability to work independently and as part of a team.
• Willingness to work flexible hours as part of a rota and participate in on‑call as required.
• Proficiency in using ITSM and remote support tools (e.g., ServiceNow, BeyondTrust, Cherwell).

Experience & Qualifications

• Experience in an IT support or helpdesk role.
• Working knowledge of Microsoft Windows and Office 365.
• Experience with Active Directory/Azure AD account administration.
• Basic networking and remote access troubleshooting skills.
• Experience with mobile device support, particularly iOS (iPhones/iPads).
• Understanding of ITIL Foundation v4 (or willingness to obtain).

Benefits

• Matched contribution pension scheme with life assurance.
• Competitive holiday allowance with the option to purchase additional days.
• Compressed working option with Friday afternoons or alternate Fridays off.
• Health Cash Plan, Private Medical Insurance, and Dental Insurance.
• Employee discount portal for various services and products.
• Volunteering opportunities to support charities and the local community.
• Support for the Armed Forces community by honouring the Armed Forces Covenant.

If you are an experienced IT support professional looking for a new opportunity to further develop your career, we would love to hear from you. Apply now to join our client's dynamic team in Farnborough.