{"id":1396954,"url":"https://alion.io/job/exponential-e-service-desk-technician","title":"Service Desk Technician","company":{"id":51505,"name":"Exponential-e","domain":"exponential-e.com","url":"https://alion.io/company/exponential-e","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":6,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bridgend, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":73000,"period":"year","method":"role_country_seniority_unknown","sample_n":55},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-28T10:47:55Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-09T01:44:19Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Exponential-e\nFounded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.\nWe’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.\nThis role will involve two early shifts (7am-7pm), followed by two late shifts (12pm-12am), followed by 4 days off\nOverall purpose of the job:\nProvide the primary point of contact for Exponential-e Customers to record all issues and requests.\nProvide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact.\nProvide 1st Line support to Exponential-e Customers to resolve any issues at first contact where appropriate.\nWork in a shift rotation to provide on-site 1st Line Service Desk support to Exponential-e Customers.\nPrimarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution.\nEngage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated inline with the SLAs and KPIs.\n\nKey responsibilities for this job:\nRespond to manage the support contacts and tickets as defined within Service Level Agreements.\nWork as a team to deliver timely resolution to customer requests from telephone, portal and email.\nEscalate issues and appropriate Resolvers Groups wherever required in order to resolve an issue as quickly as possible.\nMaintain an understanding of the internal escalation process.\nMaintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.\nTo be a highly motivated team player with the skills and ability to manage changing priorities.\nPerforms general preventative maintenance tasks on computers, laptops and Network platforms.\nAccess Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets).\n\nKnowledge and experience required:\nExperience in managing/troubleshooting Windows Desktop Operating Systems and Network solutions at 1st Line level.\nApplicants will ideally be CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Network.\nExperience in using ITIL based ticketing system (ITIL foundation preferred).\nOur People\nOur people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.\nLearning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.\nExponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.","description_format":"text","description_chars":3850,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Enterprise Networks","Managed Network Services","Telecom Infrastructure"],"lifecycle":[{"event":"open","at":"2026-09-28T13:50:03Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-08T06:20:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.825,"p_room":1,"age_days":9,"expected_fill_days":41,"reasons":["conf:0","win:early"],"computed_at":"2026-10-08T05:49:30Z"},"pay":null,"html_url":"https://alion.io/job/exponential-e-service-desk-technician","json_url":"https://alion.io/job/exponential-e-service-desk-technician.json","meta":{"generated_at":"2026-10-09T02:35:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":703,"day_limit":5000,"remaining_today":4297,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51505},"rest":"https://alion.io/mcp/rest/get_company?id=51505"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexponential-e-service-desk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexponential-e-service-desk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexponential-e-service-desk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exponential-e-service-desk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexponential-e-service-desk-technician"}]}