ICT Associate

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.

Role Overview

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.

Key Responsibilities

Technical Support & Troubleshooting

• Act as the first point of contact for IT-related issues, logging and managing support tickets from initial report to resolution.

• Provide expert advice on IT best practices, ensuring users can operate systems efficiently and securely.

• Diagnose and resolve faults using technical expertise, aiming for first-contact resolution.

Customer & Communication

• Maintain excellent customer service by keeping users informed and ensuring a positive experience.

• Communicate technical issues in a clear, non-technical way to support all users effectively.

• Provide guidance and technical advice to both customers and team members.

System Monitoring & Administration

• Use IT tools to diagnose and administer systems remotely when required.

• Monitor Sureserve's IT infrastructure, flagging potential issues and escalating when necessary.

• Stay up to date with scheduled system changes and planned maintenance.

Operational Efficiency

• Ensure compliance with ITIL service management principles in daily operations.

• Help the Service Desk meet targets such as Service Level Agreements (SLAs).

• Assist with the deployment, relocation, and maintenance of IT hardware across company sites.

Skills & Experience Required

• Customer-focused with strong problem-solving skills

• Excellent communicator who can explain technical issues in simple terms

• Previous experience in an ICT support role

• Familiarity with ITIL frameworks and best practices

• Knowledge of Microsoft Technologies & Active Directory – Desirable

Why Join Us?

• £24,000 - £27,000, and benefits package.

• Employer contributed pension scheme.

• Employee Assistance Programme with 24 hours telephone and online access.

• Employee engagement events to bring together colleagues

• Strong opportunities for career growth and development within the Sureserve Group.

• A diverse, inclusive, and supportive workplace that values equality.

If you're passionate about IT support and delivering exceptional service, we’d love to hear from you!

Apply now and be part of our growing ICT team at Sureserve!