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Service Desk Technician


The key purpose of the job is to provide solutions to customers’ more common IT problems by taking

ownership of service requests with clear customer communication, and delivering exceptional levels

of service through managing customer expectations.

What Does Success Look Like:

Putting the customer at the heart of everything you do and delivering an excellent It support service

with an aim for first fix solutions for the majority of your requests. Being a shining star through your

CSAT results, achieving an excellent response rate as well as achieving gold status feedback as your

norm. Role modelling the Quadris way; Understanding Applied.

Key Roles:

Deliver exceptional customer service, first time, every time using plain English

Handle incoming service requests through calls, email and customer portal

Troubleshoot IT issues and problem solve effectively

Support delivery of maintenance tasks relating to clients IT needs

Identify incidents and escalate appropriately

KPIs To Monitor and Influence:


First Time Fix

Call Quality

Delivery against SLA’s

Essential Skills and Qualifications

Level 3 IT qualification or equivalent

Excellent customer service skills

Problem Solving

Experience using a CRM system


Team working


Colleague Benefits

The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.

We take care of our people by offering:-

21 days paid leave + Bank Holidays (rising with length of service)*

Contributory Pension Scheme – 2%

Company sick pay (after qualifying period) 

Free independent financial wellbeing advice when you join us 

Tailored personal development plans and career journey planning

Fully/Partially Funded training

Free parking

Environment that focuses on your wellbeing; Ping Pong, PlayStation 4 VR experience, Giant Jenga, quarterly company social events as well as annual company event

Free vitamins to keep you fit and healthy

Free refreshments/Free fruit

*Subject to agreement with your Line Manager/Business Needs

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