Service Desk Customer Support Operative

Service Desk Customer Support Operative (Temporary)

Location : Plymouth, PL6 5WS
Pay Rate: £13.90 per hour
Hours: Full Time - 37 hours per week
Shift Pattern: 7am - 3pm / 9am - 5pm (flexibility required)
Working Pattern: Fully Office Based
Contract: December 2026 (with potential extension)
Parking: On-site parking available on a first come, first served basis

About the Role

As part of the Service Management Centre, you will provide a single point of contact for all IT user enquiries. You will manage incidents and service requests, use diagnostic tools to investigate issues, and ensure users are kept informed throughout the process.

This is a collaborative role where teamwork, communication and attention to detail are essential.

Key Responsibilities

• Provide a single point of contact for IT enquiries via telephony and other service channels
• Log, manage and update incidents and service requests using the Service Management Tool
• Deliver clear, concise advice and guidance to users
• Maintain high levels of customer satisfaction in all interactions
• Record all contacts and actions accurately within the Service Management Tool
• Keep users informed of progress and escalate issues where appropriate
• Monitor infrastructure and applications, raising incidents when necessary
• Work collaboratively with service management teams and support functions
• Support the team in meeting key performance targets

What We're Looking For

Essential Experience

• Proven experience delivering high-quality customer service in a fast-paced environment
• Ability to remain patient and tactful under pressure
• Strong communication skills and ability to build effective working relationships
• Ability to work flexibly, contribute positively to a team, and operate with limited supervision

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.