1st Line Service Desk Call Handler (DV Cleared)

London Source: WhatJobs

See advert for pay

Only candidates holding current DV clearance should apply.

1st Line Service Desk Call Handler (DV Cleared)

Location: Westminster, London
Working Pattern: Fully office-based, 5 days per week
Hourly Rate: Competitive
Contract: Initial duration to be confirmed
Start Date: Immediate
Security Clearance: Current DV clearance required

The opportunity

Salt is recruiting for a 1st Line Service Desk Call Handler to join a high-profile government environment in Westminster.

This is an excellent opportunity to apply your customer service and first-line IT support skills in an environment where clear communication, responsiveness and discretion are essential. Acting as an initial point of contact for users, you will help capture, assess and progress IT enquiries while keeping people informed.

The role would suit someone with experience in an IT service desk or technical call handling environment who is available to start at short notice.

This job description provides a general overview of the role. More detailed information about the specific duties and working environment will be shared with suitable applicants as they progress through the recruitment process.

Shift Length: 8.15 hours per day
Shift Start Times: Either 07:45 or 10:45

Key responsibilities

Answer incoming service desk calls professionally and establish the nature of each user’s issue or request
Log incidents and service requests accurately, capturing relevant information and troubleshooting already completed
Assess and categorise enquiries in line with agreed procedures, considering their impact and urgency
Provide basic first-line troubleshooting and guidance within your knowledge, access permissions and agreed remit
Resolve straightforward enquiries using documented guidance and approved support processes
Escalate more complex issues to the appropriate technical team, providing clear notes to support further investigation
Keep users informed of progress, next steps and any updates available
Maintain accurate records of actions taken, resolutions and outstanding work
Follow identity verification, information security and confidentiality procedures
Support effective shift handovers and share useful information with service desk colleagues

Essential skills and experience

Previous experience in an IT service desk, technical helpdesk or call handling role involving IT support enquiries
Excellent telephone manner and a patient, customer-focused approach
Ability to explain basic technical information clearly to users with differing levels of IT knowledge
Familiarity with common workplace IT issues involving desktop applications, user access, peripherals and connectivity
Strong listening and questioning skills to gather relevant information and understand user needs
Accurate record keeping and confidence using computer systems to log and track enquiries
Ability to prioritise work, follow procedures and recognise when an issue requires escalation
A professional and discreet approach to sensitive information
Current DV clearance

Desirable experience

Public sector experience is highly desirable, particularly within central or local government
Experience using an IT service management or ticketing system
Familiarity with incident management, service requests and service level targets
Experience working in a security-conscious environment

Working arrangements

Fully office-based in Westminster, London, working 5 days per week
Shifts of 8.15 hours per day, starting at either 07:45 or 10:45
Following an initial onboarding period of a few weeks, weekend cover will form part of your five working days per week
Availability to start immediately or at short notice is preferred

Role flexibility

This job description summarises the principal duties and responsibilities of the role. It is not exhaustive and may be updated from time to time to reflect business requirements, organisational changes and the development of the role.