Support Services Agent

Jobtailor; Farnborough; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Matched contribution pension scheme

Generous holiday allowance

Options for health and dental insurance

Employee discount portal for various services

Volunteering opportunities

Job summary

QinetiQ in Farnborough is looking for an IT Support Services Agent to deliver exceptional first-line support for internal users. You will handle incidents, service requests, and IT queries, working with cutting-edge technology in a high-energy environment.

Your responsibilities include troubleshooting IT-related issues, documenting solutions, and managing corporate devices. A customer-focused, motivated individual who has experience in an IT support role combined with strong communication skills is ideal for this on-site position.

Qualifications

• Must have excellent communication and empathetic skills for customer support.
• Experience in an IT support or helpdesk role is essential.
• Knowledge of Microsoft Windows and Office 365 applications.

Responsibilities

• Provide first‑line support via phone, email, and IT service tools for incidents.
• Troubleshoot hardware, software, network, and account-related issues.
• Manage the lifecycle of corporate iPhone and iPad devices.

Skills

Excellent communication and interpersonal skills

Customer-focused empathetic approach

Ability to work independently and as part of a team

Previous experience working in an IT support or helpdesk role

Working knowledge of Microsoft Windows and Office 365

Working knowledge of Active Directory / Azure AD account administration

Education

ITIL Foundation v4 certification (or willingness to obtain)

Job description

Package: Competitive Salary + Benefits; Role ID: SF20289

Are you ready to be part of the future? At QinetiQ, we’re not just imagining tomorrow we are creating it. From cutting‑edge defence technology to ground‑breaking innovations our mission is to empower and protect lives. Join us as an IT Support Services Agent at our Farnborough site, where you will have the opportunity to work with cutting‑edge technology in partnership with some of the most brilliant minds.

The Role

As an IT Support Services Agent, you will be responsible for providing first‑line technical support for the organisation’s internal users, across both legacy on‑premise and modern Azure/cloud‑based environments.

Day‑to‑day, you’ll respond to incidents, service requests, and general IT queries with a focus on high‑quality, customer‑centric service delivery.

Your responsibilities will include:

• Providing first‑line support via phone, email, remote tools, and IT service management tools for IT‑related incidents and service requests
• Troubleshooting hardware, software, network, and account‑related issues in‑line with technologies implemented
• Escalating complex issues to Senior Support Service Agents or 2nd/3rd line teams as appropriate
• Managing the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate
• Providing clear, friendly, and professional communication to users of varying technical ability
• Documenting steps taken to resolve issues, contributing to the knowledge base where applicable

Essential experience of the IT Support Services Agent

• Excellent communication and interpersonal skills with a customer‑focused empathetic approach
• The ability to work independently and as part of a team
• Previous experience working in an IT support or helpdesk role
• Working knowledge of Microsoft Windows and Office 365
• Working knowledge of Active Directory / Azure AD account administration
• The ability to follow documented procedures and contribute to knowledge articles

Essential qualifications for the IT Support Services Agent:

• ITIL Foundation v4 certification (or willingness to obtain) is desirable

This role is 37 hours per week based at Farnborough and is fully on‑site. You will also be required to partake in an on‑call rotation providing after‑hours support in line with business requirements.

Farnborough

At our Farnborough site exciting work takes place at our state‑of‑the‑art facility, with high‑energy laser technologies, our 5m pressurised wind tunnel which has a simulation capability that is unique in the UK and our large research and development projects is a real hub of creativity, research and innovation. Join our talented teams of Engineers, IT & Cyber Specialists, Project Managers, Group Functions Teams and many more to provide future defences in the UK.

Please note that all applicants for this role must be eligible for SC clearance, as a minimum.

Why Join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

Our Benefits

• Matched contribution pension scheme, with life assurance
• Generous holiday allowance, with the option to purchase additional days
• Options to join Health Cash Plan, Private Medical Insurance and Dental Insurance
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more
• We are proud to support the Armed Forces community by honouring the Armed Forces Covenant and maintaining our Gold Award standard in the Defence Employer Recognition Scheme
• Volunteering Opportunities – helping charities and local community