We're Hiring!

1st Line Support Help Desk

Location - Birmingham Head Office 

Salary: £25,000

You will play a crucial role for the business by proactively receiving, owning, prioritising, documenting, and resolving customer inquiries within SLA, ensuring an ongoing high-quality service is delivered, and making sure problems are appropriately escalated when necessary.

What you will be doing as our 1st Line Support

• Provide support and diagnosis of customer queries via email, telephone, and in-person or by agreed ITSM Tools (Service Now)
• Monitor ticket reports and follow up on escalation with relevant Service Now support groups to ensure tickets are resolved in a timely manner and that the customer is kept informed until incident  and request resolution.
• Deliver and support an effective and efficient call handling capability that makes best use of technology and knowledge to respond to customer needs.
• Contribute to delivering effective service reporting for all services and provide insightful commentary that drives continuous improvement.

To be our 1st Line Support you'll  need:

• A good understanding of Microsoft Azure environments, Office 365 & Networking
• Ideally experience of Service-Now, ITSM and associated toolsets
• Excellent reporting and analytical problem-solving skills.
• Excellent Communication Skills

At Ingeus, we’ve spent time listening to our employees to build our benefits package;

• 25 days annual leave plus bank holidays with the opportunity to salary trade extra
• EAP Support programme available 24/7 with access to counselling sessions
• Private medical insurance / Life assurance
• Up to two days each year dedicated to community giving (volunteering)
• Eyecare vouchers 
• Online discount shopping via Perks at Work
• Cycle to Work scheme
• Season ticket loan
• Access to Salary Finance; financial education and advice
• The opportunity to buy extra perks such as, critical illness cover, dental insurance
• Long service awards

Ingeus helps governments, employers, and local partners design and deliver services to solve complex challenges caused by social and technological change. Our Services improve opportunities and help create strong societies where people have the independence, knowledge, and know-how to thrive. We’re purpose-led, passionate, and proud to work with customers and communities to drive social change. 

At Ingeus, our culture is built on the principle of treating everyone with dignity, ensuring that every individual is comfortable, confident, and recognised for the value of their contributions.

We are always keen to learn what neurodiverse colleagues can offer to our contracts, to assist with this we offer a full breakdown of our application, screening and interview process please get in touch via email at careers@ingeus.co.uk

Please note that this role may be closed early if we receive a high volume of applications.