Service Desk Operator (Tier 1)

Job Title: Service Desk Operator (Tier 1)
Location: Remote / On-site (Rota shifts)
Hours: Rota Pattern (Early, Day, Late)
Salary: 27,000 - 29,000 (dependent on experience)
Benefits: 25 days holiday + Bank Holidays/Pension/Health Scheme/Bonuses for Weekend & Bank Holiday work
Type: Full-Time

Alecto Recruitment is representing a leading provider in the digital out-of-home advertising industry, seeking a Service Desk Operator (Tier 1) to join their growing team. This role is pivotal in delivering first-line technical support, troubleshooting across Linux, Windows, and network systems. The ideal candidate will provide excellent customer service and ensure efficient incident management.

• Provide first-line remote support and troubleshooting to clients, ensuring swift resolution.
• Communicate clearly with clients via chat, email, or phone, providing updates on incident progress.
• Produce reports and analyse common issues using UniHUB (Data/Case Management platform).
• Collaborate with system integrators to commission new screens and ensure proper software installation.
• Ensure service level agreements (SLAs) are met and maintain high customer satisfaction.

• Work within a 24-hour service desk rota.
• Monitor screen hardware/software and network performance to meet KPIs.
• Manage incidents on the UniHUB platform, providing remote fixes where possible.
• Maintain up-to-date site and case information in the UniHUB platform.
• Collaborate with logistics and field service teams to ensure timely case resolution.

• Previous experience in a first-line IT support role.
• ITIL certification is desirable.
• Knowledge of the Digital Out-of-Home (DOOH) sector or AV technology is advantageous.
• Strong troubleshooting skills for both hardware and software issues (PC/Mac).
• Good understanding of Linux preferred.

• Strong customer service orientation.
• Ability to work effectively in a fast-paced, evolving environment.
• Positive attitude, resilience, and a strong team player.
• Flexible and adaptable, with a commitment to high standards of service delivery.

INDAV