1st Line Service Desk Call Handler (DV Cleared)

Only candidates holding current DV clearance should apply.

1st Line Service Desk Call Handler (DV Cleared)

Location: Westminster, London

Working Pattern: Fully office-based, 5 days per week

Hourly Rate: Competitive

Contract: Initial duration to be confirmed

Start Date: Immediate

Security Clearance: Current DV clearance required

The opportunity

Salt is recruiting for a 1st Line Service Desk Call Handler to join a high-profile government environment in Westminster.

This is an excellent opportunity to apply your customer service and first-line IT support skills in an environment where clear communication, responsiveness and discretion are essential. Acting as an initial point of contact for users, you will help capture, assess and progress IT enquiries while keeping people informed.

The role would suit someone with experience in an IT service desk or technical call handling environment who is available to start at short notice.

This job description provides a general overview of the role. More detailed information about the specific duties and working environment will be shared with suitable applicants as they progress through the recruitment process.

Shift Length: 8.15 hours per day

Shift Start Times: Either 07:45 or 10:45

Key responsibilities

. Answer incoming service desk calls professionally and establish the nature of each user’s issue or request

. Log incidents and service requests accurately, capturing relevant information and troubleshooting already completed

. Assess and categorise enquiries in line with agreed procedures, considering their impact and urgency

. Provide basic first-line troubleshooting and guidance within your knowledge, access permissions and agreed remit

. Resolve straightforward enquiries using documented guidance and approved support processes

. Escalate more complex issues to the appropriate technical team, providing clear notes to support further investigation

. Keep users informed of progress, next steps and any updates available

. Maintain accurate records of actions taken, resolutions and outstanding work

. Follow identity verification, information security and confidentiality procedures

. Support effective shift handovers and share useful information with service desk colleagues

Essential skills and experience

. Previous experience in an IT service desk, technical helpdesk or call handling role involving IT support enquiries

. Excellent telephone manner and a patient, customer-focused approach

. Ability to explain basic technical information clearly to users with differing levels of IT knowledge

. Familiarity with common workplace IT issues involving desktop applications, user access, peripherals and connectivity

. Strong listening and questioning skills to gather relevant information and understand user needs

. Accurate record keeping and confidence using computer systems to log and track enquiries

. Ability to prioritise work, follow procedures and recognise when an issue requires escalation

. A professional and discreet approach to sensitive information

. Current DV clearance

Desirable experience

. Public sector experience is highly desirable, particularly within central or local government

. Experience using an IT service management or ticketing system

. Familiarity with incident management, service requests and service level targets

. Experience working in a security-conscious environment

Working arrangements

. Fully office-based in Westminster, London, working 5 days per week

. Shifts of 8.15 hours per day, starting at either 07:45 or 10:45

. Following an initial onboarding period of a few weeks, weekend cover will form part of your five working days per week

. Availability to start immediately or at short notice is preferred

Role flexibility

This job description summarises the principal duties and responsibilities of the role. It is not exhaustive and may be updated from time to time to reflect business requirements, organisational changes and the development of the role.

Eligibility

Applicants must be resident in the UK and already have the right to work in the UK.

Visa sponsorship is not available for this role. Only candidates holding current DV clearance should apply.

*Rates depend on experience and client requirements