Job Description

• Competitive salary and remuneration package including, 27 days holiday, pension contributions matched up to 9%
• Office location is Cambridge with parking
• This role will initially be based on site, over time some hybrid working may be possible
• We can offer flexibility around working patterns
• Marshall, an independent, family-owned British company, proudly helping our customers move forwards since 1909

Why join Marshall in this role?

This is an exciting opportunity to join the Marshall IT Service Desk Team and be at the forefront of Information Technology within a defence focused business. You will be front of house, supporting the day to day operational support services.

We are keen to hear from people with customer service experience who are looking to embark on a career within an IT business function.

Your responsibilities in this role include:

• Provide first point of contact & 1st line triage for users across the businesses.
• Provide technical support and advice via the ticketing and telephone system and ; responding to incidents and service requests raised within the Service Desk.
• Resolve incidents and requests in line with SLA’s while remaining compliant with security standards to the satisfaction of the customer. Where a 1st line resolution is not possible, you will escalate to other support teams or the Service Desk Manager with full triage documented.
• Communicate with users and stakeholders regarding incident and service request progress. Ensuring that these communications are documented within the ticket.
• Provide a professional and positive front of house interaction with customers and visitors to the department.
• Produce and maintain knowledgebase articles and procedures to allow transfer of knowledge within the team and wider business.
• Developing a general understanding of the IT technologies used across the businesses.
• Work closely with the 2nd and 3rd line IT Teams.

Apply if you have most of the following:

• Able to work collaboratively with colleagues or independently with limited supervision.
• Strong communication both written and verbal with ability to articulate with customers across the business at various levels of technical understanding.
• Essential understanding of the requirements of working in a customer environment.
• Understanding of the aims and objectives of our business and the functionality that it delivers to our customers.
• Strong attention to detail.
• Have the initiative to “get it done”
• Willing to learn and turn their hand to new tasks.
• Experience writing user guides and processes.
• Ability to Multitask
• Computer literate.

This role is suitable for someone who is still at the beginning of their IT career, comes from a customer support background or looking for a career change. Full training will be given for the role.

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Marshall Group is an Equal Opportunity Employer

Marshall Group is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, colour, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here

Respect at Work

We are striving to create an inclusive workplace culture built on trust, accountability, collaboration, and improvement—an environment where everyone feels valued, respected, and able to thrive, free from bullying, harassment, and discrimination. Fostering a positive culture is key to our individual and shared success.