Job Description

Job Overview

Reporting to the Service Support Operations Manager you'll be part of a team providing 24/7/365 support for data centre and service desk functions.

No two days are the same in this interesting role. Your focus is providing customers and colleagues with the best possible level of service, fixing problems with data centre and customer equipment. You'll be part of a team of 15, resolving queries, installing, and supporting hardware and software to support BAU and projects. You'll regularly work alone and should be confident on the telephone, and able to prioritise your work and ask for help when you're out of your depth.

A keen willingness to learn and develop your skills is essential to this hands-on role. Cyberfort are committed to providing top class internal promotion opportunities and this role will suit someone looking to build a career in IT. We have partnered with QA Training and all Technicians have the opportunity to be enrolled in an 18-month level 4 training program.

Duties

You will work with the Service Desk, Service Support and Technical Resolver teams providing support for incident, change, service request and project tasks. You'll ensure all company processes are followed. You will be responsible for: Working with colleagues to ensure smooth running of your shift. You will prioritise your work as required. Ensure the effective prioritisation and delivery of work during your shift, deal with phone calls, emails and provide hands on support as needed. Log all contacts and work done in the service desk toolset. Escalate incidents/requests to the appropriate technical resolver team as required within SLA's. Provide a handover to the oncoming Service Support Technician and Service Desk Supervisor. Provide advice to customers in relation to the provision of support during the resolution/escalation of incidents. Client escorts. Ensure that every customer experience is a positive one. An awareness of Microsoft Azure and M365, Open Source and Networks - full training is provided. Delivering remote hands support. Backup Operations and Maintenance. Routine site health and safety checks and support for the facilities management team.

Experience

You will have some experience of IT infrastructure and ITIL processes with a real customer focus. You will see this role as a stepping stone in your IT career and be keen to learn and develop your skills.

This is a busy role and you will need to be a quick learner who is able to build honest, transparent, trusting relationships with the team, with colleagues and with our customers.

You will:

be confident and capable working alone, owning tasks and looking after customers. be calm when faced with problems and confident to ask for help when necessary. be curious and adaptable and able to handle situations with tact and diplomacy. have a good working knowledge of word, excel, outlook and some practical experience of using service desk and monitoring tools. have experience of following processes. be enthusiastic about delivering a great service. be smart and presentable.
Job Types: Full-time, Permanent

Pay: 30,200.00-30,201.00 per year

Benefits:

Additional leave Bereavement leave Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free flu jabs Health & wellbeing programme Life insurance On-site parking Private medical insurance Referral programme Sick pay
Schedule:

12 hour shift
Work Location: In person

Application deadline: 16/06/2025
Expected start date: 30/06/2025