IT Support Assistant – Opportunity to grow your career in IT – London

IT Support Assistant – Opportunity to grow your career in IT

Fixed-Fee Placements



IT Support Assistant – Opportunity to grow your career in IT

Salary: £25,000 – £30,000

Contract Length: Permanent

Job Description:

Are you interested in IT? Looking to grow in the industry? Want to join an established company and support a large-scale digital platform? This might be the role for you!


The company

Our client is an established and leading publisher of books and digital resources for schools and colleges worldwide that help teachers, students, and parents. They have consistently grown both in the UK and internationally, and they have a set of core values that drive their culture and enrich their working environment. Those values are:

  • Teachers and students are at the heart of what they do
  • Quality in everything from their practices to their products
  • Trustworthy in what they publish and how they interact
  • Collaboration is key to how they work, internally and externally
  • The sales team is a group of talented people who are customer-focused and driven in all they do


The role

You’ll join a welcoming and supportive team and will be responsible for ensuring their digital customers are supported in the technical aspects of ordering, onboarding, accessing and effectively using their online subscription services. 

By responding to inbound customer phone calls and emails, using the Zendesk ticketing system, you’ll provide advice and support through first-line resolution or internal escalation routes.

In addition to the above, you will also be required to analyse and review the behaviour of online customers and suggest improvements to internal processes and systems, liaising as appropriate across Digital, Product, Sales & Marketing and central Customer Service teams.


Responsibilities include:

  • Respond to inbound phone calls and emails via the Digital Support line and inbox.
  • Log customer query tickets via the Zendesk system with accurate query details and resolve them at the first point of contact where possible.
  • Where first-line resolution is not possible – escalate via agreed routes to Digital or Product colleagues and ensure that the customer is kept informed of progress through to the final resolution.
  • Identify, propose, and implement process refinements to improve the customer onboarding and service experience, for example, through help centre pages, automated service notifications, notice boards and animated walkthroughs.
  • Liaise with sales, marketing, and Customer service colleagues to ensure the customer experience of selecting, trialling and purchasing our digital services is a seamless and simple process.
  • Liaise with digital and product colleagues to identify and deliver product and service improvements, which enhance the user experience and increase customer retention and referral rates.
  • Gain the necessary technical understanding of platforms and services and be able to communicate in simple terms to customers the actions they need to take to resolve issues.

The above list is not exclusive or exhaustive, and you may be required to undertake other duties as they arise.

Thorough training will be provided to help you get up to speed.


The package

  • £26,500 salary
  • Wide-ranging training library – a varied range of courses for the whole company and specific sales training
  • Development programmes, including mentoring from senior leaders
  • Private Medical Insurance
  • Eye care vouchers
  • Up to 70% off book purchases
  • Two volunteer days per year to use at your charity of choice
  • Many employee networks to join
  • Pension
  • Free to join scheme where discounts can be sought from 100’s of stores/online products/services


To be successful, you will…

  • Have proven IT skills.
  • Have an articulate, professional, and friendly approach to customer interactions.
  • Have a collaborative, open communication style and communicate information clearly and concisely.
  • Have the willingness to learn new skills and flexibility in approach to workload and prioritisation.
  • Offer excellent customer support, keep customers informed and manage expectations.
  • Be highly organised.
  • Have confidence in learning and using various IT.



Have experience in an online/remote customer-facing role.



If you’re technically adept and looking to begin your career in IT, apply now!

Location: London, Greater London