1st Line Service Desk Operative

1^st Line Service Desk Operative - UK

As a 1st Line Service Desk Operative that is a key position within Sigma IT. You are part of, diverse team of engineers who provide a high-performance break/fix, desktop support, and IT administrative function to the Sigma user community across both UK and South African territories. You resolve allocated tickets in accordance with defined procedures and adhere to strict performance criteria. You will report to the IT Service Desk Team Lead.

Sigma Family?

💚 At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries

What being a part of the Sigma Family means for you!

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏖️ 22 days holiday inclusive of bank holidays, with additional days accrued the longer you have been a part of the Sigma Family.

🏆 Monthly, Quarterly and Annual awards with marvellous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🤑 £250 bonus for each friend that you refer to join the Sigma Family who passes probation.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

💪 Discounted Pure Gym membership.

🏡 Working from the comfort of your own home.

📁 An Employee Pension Scheme.

💻 Join communities and collaborate with your colleagues on our internal Social Media platform.

💙 The opportunity to be a part of an equal, diverse and inclusive workplace – all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like

📞 You will process IT incidents and requests (tickets), ensuring they are prioritized in line with business agreements and managed in a courteous and timely manner. You will ensure that all tickets or requests assigned to you are updated, maintained, and resolved within the Service Desk helpdesk system. You will communicate clearly and confidently across all levels of the business regarding the progress and resolution of incidents and requests. You will ensure that response and resolution times are met while adhering to SLAs. You will work with IT colleagues across the entire department to collaborate on resolving incidents and requests. You will follow ITIL principles while supporting your colleagues and users.

You will ensure compliance with all corporate security and governance processes when handling tickets and service requests. You will ensure that processes are carried out in accordance with agreed standards and procedures. You will take on feedback from Service Desk Management regarding your performance and continuously strive to meet and exceed expectations and targets set for your personal and professional development. You will identify incidents that may qualify as Major Incidents (MI) and escalate them to the appropriate management.

What Amazing people will bring to the role

💡 You will develop and maintain strong working relationships with the Service Desk team and communicate effectively across all levels of the business. You will possess strong technical expertise and provide consistent support to the Service Desk in the delivery of services. You will be exposed to and manage an ever-expanding technical portfolio through the course of your responsibilities. You will actively contribute to and promote the development of content within the IT knowledge base to enhance service delivery.

Requirements:

• You have worked within the IT sector with technology for a minimum of 6 months.
• You have proficiency in all Microsoft Office tools.
• You have the ability to manage tasks that are assigned.
• You have a good command of the English language, both written and verbal.
• You have strong communication skills.
• You have strong skills in problem investigation and resolution.
• You have a committed, enthusiastic, and resilient approach to work.
• You have high levels of organization and excellent attention to detail.
• You have the ability to work as part of a team and collaborate effectively with colleagues.
• You have an understanding of the ITIL framework and best practices.
• You have the ability to contribute to the development of FAQs and other training materials to enhance proactive support for the Sigma user community.
• You have adaptability for flexible working.

Simple and Straight Forward Recruitment.

📩We don’t see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, we’ll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!