IT Support Services Technician

TeleTech Holdings, Inc.; Glasgow; Hybrid; GBP 29,000 - 39,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Life Assurance 4x salary

Contributory pension

Private Medical Insurance

Travel insurance

Discounts on brand new vehicles

Employee Assistance Program

Cycle to work

Free on-site parking

Job summary

Percepta, established in 2000, is seeking an IT Support Services Technician to join our UK team. Based in the United Kingdom, you will provide first and second-line support, handle tickets, and assist with hardware and software tasks across our environment.

You'll log incidents in ServiceNow, manage user access, and work across shifts, including on-call cover. This role offers a competitive salary and performance bonus, with remote work options and occasional travel to Rutherglen.

Qualifications

• Associate degree or equivalent IT work experience.
• CompTIA A+ desirable.
• CompTIA Network+ desirable.
• Mid-level experience of Help Desk or Desktop hardware and software in a corporate or call centre environment.
• Experience with basic Network troubleshooting.
• Experience with basic Azure, Cloud Services (AWS), and Telephony troubleshooting.
• Experience with ticketing systems, preferably ServiceNow.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, ticketing, and chat.
• Log, document, and track incidents in ServiceNow or required systems.
• Carry out daily operational checks and monitor system performance to ensure availability before production hours.
• Deliver local IT support including hardware setup, imaging, upgrades, repairs, asset management, and PC relocations.
• Administer or support user access management, including ID creation and application permissions.
• Work flexibly across IT support shifts, including on-call cover, while escalating complex issues appropriately.

Skills

Communication skills

Customer service

Windows 10/11

Outlook/Office 365

Time management

Problem solving

Under pressure

Education

Associate degree or equivalent IT experience

Tools

ServiceNow

Azure

AWS

Office 365

Job description

IT SUPPORT SERVICES TECHNICIAN

Important: To be eligible for this role, applicants must be based in the UK and live within a 40-minute commute of our Rutherglen storage facility in Glasgow. Applications from candidates outside these requirements cannot be considered.

Employment Details:

Contract Type: Full-Time, Permanent, Remote with occasional travel to Rutherglen
Working Hours: 40 hours per week, Monday to Friday 8am to 5pm. Paid overtime may be required as needed.
Salary: £34,000 per annum + Annual Performance Bonus

At Percepta, we bring first-class service across each market we support. As an IT Support Services Technician inthe United Kingdom,you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing
The IT Support Technician provides first and second-line technical support, acting as the primary point of contact for end users to ensure a high level of customer satisfaction. The role involves logging, tracking, and resolving Service Desk requests, managing user access and system permissions, and escalating issues where necessary while maintaining ownership through to resolution. Working in line with documented procedures, the Technician also supports a range of administrative and operational IT tasks as directed by the IT Manager.

During a Typical Day, You’ll

• Provide Tier 1 and Tier 2 technical support using phone, ticketing systems, and chat tools.

• Accurately log, document, and track incidents in ServiceNow or other required systems.

• Carry out daily operational checks and monitor system performance to ensure availability before production hours.

• Deliver local IT support including hardware setup, imaging, upgrades, repairs, asset management, and PC relocations.

• Administer or support user access management, including ID creation and application permissions.

• Work flexibly across IT support shifts, including participation in on-call cover, while escalating complex issues appropriately and supporting a collaborative team environment.

What You Bring to the Role

• Associate degree or equivalent work IT experience.

• CompTIA A+ desirable

• CompTIA Network+ desirable

• Mid-level experienceof Help Desk or Desktop hardware and software experience in an corporate or call centre environment.

• Experience with basic Network troubleshooting.

• Experience with basic Azure, Cloud Services (AWS), and Telephony troubleshooting.

• Experience with ticketing systems, preferably ServiceNow.

Skills

• Strong communication, customer service and organizational skills.

• Strong problem resolution and decision-making skills.

• Working knowledge of Windows 10/11.

• Working knowledge of Outlook and Office365.

• A good listener with a proven ability to build relationships with all levels of staff.

• Strong time management skills, attention to detail and outstanding follow-up skills.

• The ability to work well under pressure with tight deadlines.

Travel

• Travel Requirements: Up to 5% travel may be required for this role. Therefore, candidates must hold a full, valid UK driving licence and have access to reliable transportation.

What You Can Expect

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.

• Company pension

• Life Assurance 4 x annual salary

• Contributory pension scheme

• Private Medical and Insurance and discounted dental scheme

• Comprehensive travel insurance for you and family in line with Scheme rules

• Discounts on brand new vehicles

• Employee Assistance Program (EAP)

• Cycle to work scheme

• Free On-site parking

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

• Leave it better – We take ownership and leave every process, person, and place better than we found it.

• Win together – We succeed as one—celebrating, supporting, and showing up for each other.

• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Right to Work

Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Equal Opportunities Statement

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.

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