Service Desk Associate

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QinetiQ

Service Desk Associate

Malvern QinetiQ comprises teams of dedicated people; experts in defence, aerospace, security and related markets. We draw on our extensive technical knowledge and intellectual property to provide the know-how and support to solve some of the world's most challenging problems. Our people make the critical difference to customers by providing unique approaches to problem solving. Why don't you join some of the world's finest scientific and technical minds and help us make tomorrow work today?

Job description/Person specification

Our Malvern based Service desk is currently undertaking an exciting transformation. Previously supporting only the Cyber business, the new function will support the wider QinetiQ business. Working in a team of 4, the successful applicant will work be in an internal and customer facing role, responsible for the day to day functional operation of the service desk. As the first point of contact, you will ensure calls to the service desk, online tickets are managed, and issues for customers, stakeholders and internal support staff are resolved efficiently. You will work proactively with customers, taking time to understand their queries, directly solving 1st line related issues and triaging more complex items, referring these to the appropriate contacts within the business. You will track the full lifecycle of a ticket from receipt to closure, chasing support teams where required and accurately prioritising the classification of tickets received. The team work in a 37 hour per week shift pattern to cover the Service Desk opening hours of 8 am to 6pm.

The Fit:

The successful applicant will have previous service desk or equivalent experience, able to demonstrate experience of providing excellent levels of customer service to technical related queries. You will have an appreciation of ITIL practices, understanding how the principles are applied and best practice. Our service desk associates are able to own queries, able to think 'outside the box' and use their initiative to reach the best outcome for our customers. In return, you will receive training and support to help you develop your career within a fast paced, cutting edge organisation.

We look for outstanding technical people, creative and analytical thinkers, decisions makers, influencers and excellent communicators. Join us today.