Customer service Help Desk Support
Needs SC clearance
Outside IR35 - £100-£120 p/d Dependent on experience
Onsite - Bristol - Stoke Gifford 5 days per week
6 Month Contract - Likely extension
Start - ASAP

SR2 are supporting a UK-based IT services provider specialising in delivering high-quality IT solutions for clients in the defence and aviation sectors. We focus on innovation, customer satisfaction, and dependable services across areas like SAP, Software Development, and IT Service Management.

Job Overview
We are looking for a skilled and motivated Customer Service/Helpdesk Support professional to join our team. In this role, you'll provide essential support to users, assisting them with IT service issues and ensuring an excellent customer experience.

• This is a full-time, on-site role (not hybrid), Monday to Friday, during standard office hours (7-8 hours per day).
• Candidates must already hold active Security Clearance (SC) in line with National Security Vetting requirements,

• Perform common IT support tasks such as password resets, account unlocks, and access permissions.
• Deliver frontline support by handling service desk calls and providing first-line resolutions for users.
• Engage with users in a secure, professional environment, often involving personnel from the defence and aviation sectors.
• Manage customer interactions across a wide range of services (62 in total), ensuring efficient and responsive service.
• Use service management tools to locate knowledge articles that support troubleshooting and problem-solving
• Escalate more complex issues to technical teams, including both in-house and external vendors. - Document resolutions and actions in the service management system for accurate records and reporting.
• Ensure response times meet the standards outlined in Service Level Agreements (SLAs). - Assign incidents to the correct technical teams for swift handling.
• Meet monthly targets by addressing a minimum of 175 calls and 55 emails.
• Maintain a customer feedback score of over 95%.

• Security Clearance: Must currently hold active Security Clearance (SC) in accordance with national vetting standards.
• Communication Skills: Strong written and verbal communication skills are essential.
• Experience: Previous experience in customer service or helpdesk support is required.
• Technical Skills: Ability to navigate service management tools and locate relevant articles for troubleshooting.
• Organisational Skills: Capable of managing multiple service requests efficiently