About the Role
<p><br>Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.</p><p><strong>Role Overview</strong></p><p>We’re looking for an ICT Associate based in Bathgate, to provide first-line technical support to Sureserve users across multiple sites. In this role, you'll handle and resolve incoming IT support requests via our ICT Service Desk System, ensuring a smooth and efficient resolution process. While primarily office-based, occasional travel to other Sureserve locations may be required alongside another technician.</p><p><strong>Key Responsibilities</strong></p><p><strong>Technical Support & Troubleshooting</strong></p><ul><li><p>Act as the first point of contact for IT-related issues, logging and managing support tickets from initial report to resolution.</p></li><li><p>Provide expert advice on IT best practices, ensuring users can operate systems efficiently and securely.</p></li><li><p>Diagnose and resolve faults using technical expertise, aiming for first-contact resolution.</p></li></ul><p><strong>Customer & Communication</strong></p><ul><li><p>Maintain excellent customer service by keeping users informed and ensuring a positive experience.</p></li><li><p>Communicate technical issues in a clear, non-technical way to support all users effectively.</p></li><li><p>Provide guidance and technical advice to both customers and team members.</p></li></ul><p><strong>System Monitoring & Administration</strong></p><ul><li><p>Use IT tools to diagnose and administer systems remotely when required.</p></li><li><p>Monitor Sureserve's IT infrastructure, flagging potential issues and escalating when necessary.</p></li><li><p>Stay up to date with scheduled system changes and planned maintenance.</p></li></ul><p><strong>Operational Efficiency</strong></p><ul><li><p>Ensure compliance with ITIL service management principles in daily operations.</p></li><li><p>Help the Service Desk meet targets such as Service Level Agreements (SLAs).</p></li><li><p>Assist with the deployment, relocation, and maintenance of IT hardware across company sites.</p></li></ul><p><strong>Skills & Experience Required</strong></p><ul><li><p>Customer-focused with strong problem-solving skills</p></li><li><p>Excellent communicator who can explain technical issues in simple terms</p></li><li><p>Previous experience in an ICT support role</p></li><li><p>Familiarity with ITIL frameworks and best practices</p></li><li><p>Knowledge of Microsoft Technologies & Active Directory – Desirable</p></li></ul><p><strong>Why Join Us?</strong></p><ul><li><p>£24,000 - £27,000, and benefits package.</p></li><li><p>Employer contributed pension scheme.</p></li><li><p>Employee Assistance Programme with 24 hours telephone and online access.</p></li><li><p>Employee engagement events to bring together colleagues</p></li><li><p>Strong opportunities for career growth and development within the Sureserve Group.</p></li><li><p>A diverse, inclusive, and supportive workplace that values equality.</p></li></ul><p>If you're passionate about IT support and delivering exceptional service, we’d love to hear from you!</p><p>Apply now and be part of our growing ICT team at Sureserve!</p>