Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.

Role Overview

Reporting to the ICT Service Operations Manager you will provide ‘first line’ technical support to Sureserve users, located across several sites. You will be required to log and manage incoming calls through to resolution.

As the Service Desk Operative, you must have excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to have high levels of concentration, an efficient way of working and the ability to maintain composure under pressure.

Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. A positive ‘can-do’ attitude is required to align with the rest of the ICT Department

Key Responsibilities

• Understand and promote the ITIL framework in the daily role of service operations.

• To provide advice to customers within Sureserve on the efficient and safe use of computer systems.
• Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.

• Maintain ownership of calls and communication with customers to achieve response targets defined by the business.

• Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact following the Service Desk Service Level Agreements.

• Providing technical advice to customers and team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner whereby they can fully understand the issues.

• Using own judgment, gather detailed, complex and sensitive information and where appropriate input this accurately into the Service Desk tools and other system software.

• Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.

• Assist in the monitoring of Sureserve infrastructure, raising support calls and escalating when appropriate.

• Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.

• Within own sphere of responsibility, ensure the Service Desk achieve targets (e.g. Service Level Agreements) defined by the business.

Skills & Experience

• Experience working within a similar role
• IT experience
• Experience using service desk systems
• Strong communication skills
• Organisation experience