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Based in Bristol
Salary: Competitive

The role is to assist the delivery of IT Services to the end client through supply of contracted services and value add, and to deliver an effective and efficient customer focused service to all of our customer’s IT users, meeting service level agreements and customer expectations.

The role will involve incident and request management at the customer’s sites. Activities will include installation, troubleshooting, and decommissioning of software and hardware, as well as receiving new goods, packing and/or unpacking IT equipment, transport to user’s workplace and formal verification of user acceptance

Main Duties of Job:

  • Incident and request ownership and management

  • Second Line support for software and hardware fault resolution

  • Installation, moves and addition services in relation to IT equipment on customer sites

  • Contribute to activities of all onsite teams as required

  • Software installation and remediation

  • Analysis of IT tickets, prioritising accordingly

  • Follow local asset management policies and procedures

  • Planning and direction of own activities with minimal management supervision.

  • Meet or exceed the SLA commitments

  • Contribute to activities of all onsite teams as required

  • Proactive search for improvements & ensuring these are captured & progressed

  • Work with onsite management to develop and improve the service being provided

  • Adhere, at all times, to company policies and procedures

  • To ensure safe working environment with regards to local Fire, Security and Health & Safety regulations

Skills, Knowledge & Experience:

  • Strong knowledge of Microsoft desktop operating systems

  • A customer-orientated approach with excellent communication and organisational skills.

  • Ability to effectively influence and negotiate with personnel at various organisational levels.

  • Strong analytical, creative problem solving and planning skills to achieve results.

  • Ability to manage & create documents which are professional & articulate.

  • Ability to prioritise, plan and meet deadlines.

  • Ability to handle difficult and demanding customer environments.

  • ITIL awareness

  • The role holder would be expected to cover planned and unplanned absence at other supported sites and this could involve staying away from home on multiple consecutive nights)

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