Trainee Service Desk Agent (12 Months Fixed Term)

TSG; Newcastle upon Tyne; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Employee ownership

Hybrid working options

Healthcare and cash plan

Cycle to work scheme

Life assurance 4 x Salary

Contributory pension

Job summary

TSG (Technology Services Group) are recruiting for a long-term customer facing role within our Managed Services area. Over the initial 12 months you will learn to support Microsoft Azure, Networking, Server infrastructure, Backup technologies and Microsoft 365 in client environments.

This is initially a 12 month fixed term with view to going permanent at the end should all of your behavioural, technical and certification milestones be met.

Qualifications

• Experience in a service desk or IT environment.
• Strong customer service experience.
• Interest in pursuing a long-term career in technology.
• Detail-oriented with ability to follow guidelines.
• Excellent written and verbal communication.

Responsibilities

• Understand how to troubleshoot and rectify various issues.
• Ensure calls are answered according to SLAs and tickets logged within the ITSM.
• Identify issues and provide temporary or permanent fixes.
• Suggest recommendations based on your own knowledge.
• Implement solutions and products for clients.
• Have a clear understanding of ITIL best practices.
• Ensure internal documentation is kept up to date with customer information.
• Provide a high standard of customer experience.
• Good time management in relation to prioritising workload based on incoming tickets.

Skills

Service desk experience

Customer service

Tech support

ITIL knowledge

Problem solving

Documentation

Time management

Attention to detail

Communication skills

Career in tech

Job description

This is a long‑term customer facing role within our Managed Services area of the business, throughout the programme you will become comfortable supporting and delivering technical solutions into client environments. Throughout the initial 12 months you will learn how to support customer across a variety of areas including Microsoft Azure, Networking and Server infrastructure, Backup technologies and Microsoft 365, amongst others.

This is initially a 12 month fixed term with view to going permanent at the end should all of your behavioural, technical and certification milestones be met.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘UK’s Best Workplaces in Tech’ list in both 2024 and again in 2025. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

Ownership at TSG

Every role at TSG comes with our Ownership Ladder. It sets out what ownership means here — from doing your own task well to owning the outcome end-to-end, following the work through every handoff until it lands, and bringing solutions rather than just problems. We include it in every job description because it applies to every person, whatever the role or level. It's the standard we hire to, work to, and back each other on. When you join us, you'll be operating above the ownership line — seeing it, owning it, solving it, and delivering it.

Why should I work for TSG?

• Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
• Our open and honest culture where feedback is taken on-board and acted upon
• Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
• Two paid CSR days per annum that you can use to support the community
• Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
• Our responsibility to the environment as we work towards net carbon zero
• Flexible working opportunities including home working and hybrid options
• Annual salary benchmarking
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• Understand how to troubleshoot and rectify various issues
• Ensure that all calls are answered according to SLAs and tickets logged within the ITSM
• Identify issues and provide temporary or permanent fixes
• Suggest recommendations based on your own knowledge
• Implement solutions and products for clients
• Have a clear understanding of industry best practices including ITIL
• Ensure internal documentation is kept up to date with customer information
• Provide a high standard of customer experience
• Good time management in relation to prioritising workload based on incoming tickets

Knowledge, Skills & Experience;

• Previous experience in a service desk or internal IT environment, or graduated / studied a technical related degree, qualification or apprenticeship
• In addition to one of the above, you will demonstrate strong customer service skills and experience
• Genuine interest in pursuing a long-term career within technology
• A good eye for detail and able to perform tasks following guidelines
• Excellent written and verbal communication skills
• Strong prioritisation and organisational skills
• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Healthcare and cash plan
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Employee assistance programme
• Paid CSR Days
• Company sick pay and income protection cover
• Enhanced Maternity and Paternity pay
• Discounted gym membership
• Long service rewards