Service Desk Agent

Are you passionate about IT support and delivering great customer service? Join Specsavers as our new Service Desk Agent and help us keep our technology running smoothly across stores and business units.  

At Specsavers, we're dedicated to making eye and hearing care accessible to all. As pioneers and a global leader in innovative technologies, we help people optimise their vision and hearing. We foster your expertise, welcome you into a supportive family, and propel your growth. Grounded in our collaboration, curiosity, courage, and compassion values, we strive to challenge the status quo and invite you to team up with us. 

Your role 

As a Service Desk Agent, you’ll be the first point of contact for IT support, providing professional front-line assistance, technical diagnosis, and fault resolution for Specsavers stores and business units. You’ll play a key role in ensuring smooth operations and delivering excellent service to our internal customers. 

Your responsibilities will include: 

• Handling incoming incidents via phone and Case management system (Service Now) promptly and effectively. 

• Diagnosing and resolving a wide range of technical issues for stores and business units. 

• Logging all call details accurately and maintaining clear updates and closure notes. 

• Managing incidents through to resolution with a high degree of ownership. 

• Keeping customers informed about progress and escalating issues when necessary. 

• Updating Standard Operating Procedures (SOPs) and contributing to service improvement projects. 

• Conducting store visits when required and sharing knowledge with colleagues to improve service. 

Your new team 

You’ll join our Technology team and work closely with colleagues across IT Service Desk, Operations, Infrastructure, and Application Support, as well as external suppliers and store staff. We’re a collaborative team that values problem-solving, knowledge sharing, and delivering outstanding service together. 

Your qualifications 

We’re looking for someone who combines technical troubleshooting skills with a strong customer focus and a proactive mindset. You’ll thrive in a dynamic environment and enjoy working as part of a team that makes a real difference every day. 

Experience: 

• Previous experience working in an IT Service Desk environment supporting customers in a front-line capacity. 

• Competent hardware and software troubleshooting skills. 

• Experience using call logging software and remote diagnostic tools (e.g., VNC, PC Anywhere). 

• Ability to work shifts and weekends, with occasional overtime or overnight stays for store visits. 

• Professional telephone manner and strong communication skills (written and verbal). 

• Ability to deliver project assignments independently or as part of a team. 

As a person, you: 

• Have a positive personality with a strong work ethic and a “can-do” attitude. 

• Are structured, proactive, and able to prioritize in a fast-paced environment. 

• Work collaboratively and respectfully, with a strong sense of accountability. 

• Are curious and eager to learn, with a desire to develop your career in IT support. 

 What awaits you upon joining Specsavers 

At Specsavers, you'll get more than just a job. You will join us on a journey to make eye health services easily accessible to everyone. 

We offer you an exciting and challenging everyday life and career in a company with success and ambitions. You will also be part of a workplace with a strong, unique family culture and a community that extends beyond a single department. 

Joining us, you’ll: 

• Become a member of our regional team of friendly, talented, and passionate colleagues.   

• Enjoy a compensation and benefits package matching your qualifications, including yearly eye health examinations, a subscription to Headspace, and much more. We are of course covered by a collective agreement as well.   

• Grow/develop in your role with our free access to plenty of online learning offers, frequent one-to-one discussions with your manager, a Personal Development Plan that aligns with your talent and ambitions, and lots of responsibility!   

• Great coffee, lots of laughs, social gatherings and celebrations, exciting Christmas parties, and more 

Is this your next step? Then apply today 

To apply, please send us your CV using the button below. We want to respect your time, so including an application letter is optional. Feel free to apply as soon as possible. 

Please avoid including any photos or references to your age in your CV. It contributes to a fairer and more unbiased assessment.  

We review CV’s and call in for interviews continuously and in standard, our recruitment process consists of a screening, 2-rounds of interviews including a personality assessment feedback.