Trainee Service Desk Agents x 2 – Kickstart Scheme

Closing: 15/11/2021


As a trainee service desk agent, you are at the very heart of nurturing our customers. You will be responsible for offering 1st line technical support to our customers. You will have a calm and friendly approach, enabling you to deliver excellent customer service.

Nurturing our people whether they’re customers or employees is at the heart of our business. We are human-centric, dedicated, and playful. We are inclusive and caring; take ownership of everything we do and we’re light-hearted and bring good humour to our day. That is reflected in what we do. We empower our customers’ businesses by protecting and nurturing their IT infrastructure because IT comes naturally to us. We love turning a challenge for them into something simple and manageable.

As the first point of customer contact, you will provide technical assistance over the phone, email, or chat.

You will accurately log and categorise alerts, incidents, and requests onto an ITSM tool.

You will support the end-user by carrying out comprehensive triage and troubleshooting steps, resolving incidents, or fulfilling requests where applicable. For issues that cannot be resolved, you will escalate to third-level support teams in line with the correct escalation paths.

Regular user communication is key, therefore you will be responsible for providing regular ticket updates, keeping the end-user always updated.

You will also help maintain our knowledge base to ensuring articles are relevant and up to date.

Punctual timekeeping and professional attitude to work.
Experience of working in a customer environment is preferred however not essential.
Interest in IT systems
Problem-solving and remaining calm under pressure

We will support you in your transition to the working environment, focusing on developing excellent customer service skills.

To be discussed and agreed

National minimum wage

At IT Naturally, we have an open and supportive culture that is driven across the organization. You will receive full on-the-job training and support throughout the placement to help you grow and develop. We will empower you to make decisions, but you will never be far from someone to provide support and guidance.

You will have access to online LinkedIn Learning to support your growth and development.

Employability Skills Training:
This will be provided for our placement by our Gateway organization, WorkAdvisor. A 10-week e-learning program covering all the requirements of the scheme. Progress will be monitored by WorkAdvisor and the employer.

Employability Skills modules:

• Understanding mindset
• Understanding motivation
• Problem-Solving at Work
• Taking part in a project
• Working in a team
• Working with Colleagues
• Job Application Skills
• Writing a CV
• Job Search Skills


Apply for a Kickstart Scheme job

The Kickstart Scheme is a six-month paid job with IT Naturally, funded by the Government.

You can apply for a Kickstart Scheme if you are:

Claiming Universal Credit
16 to 24 years old

How to apply

You need to sign in to your Universal Credit account and send a journal message to your work coach, telling them you would like to apply for this job.

Copy and paste the following information:

I would like to apply for the following Kickstart Scheme job:

Job Ref: V0000339242
Job title: Trainee Service Desk Agent
Employer: IT Naturally Ltd
Postcode: PE1 2AS

Good Luck