Service Desk Operations

• Manage the day-to-day operation of the Service Desk, ensuring incidents, service requests and other enquiries are logged, categorised, prioritised, assigned and progressed correctly.
• Act as an operational escalation point for complex, high-impact, ageing or sensitive issues, coordinating activity and communication through to resolution.
• Monitor queues, backlogs, response times, resolution performance and customer experience, taking the appropriate action as required where performance falls below agreed thresholds.
• Ensure major incidents and priority issues are escalated in line with agreed processes, supporting timely stakeholder communication and service restoration.
• Identify, Develop and promote Self Service and AI opportunities including AI Capabilities and Live Chat.

Process, Quality and Governance

• Ensure the team follows agreed IT Service Management processes, policies, procedures and controls, including Incident, Request, Major Incident, Problem, Change, Knowledge, Access and Asset Management requirements.
• Undertake ticket quality and Telephony platform checks ensuring records contain clear diagnostics, actions, ownership, customer updates and resolution information.
• Maintain and improve Service Desk procedures, knowledge content, templates and support documentation. A key focus area is ensuring the Service Desk Team have the knowledge and skills to support SIG users with common AI related support Requests.
• Support IT Security, audit, compliance, access control and data protection requirements.
• Coordinate Service Desk activities within joiner, mover and leaver processes, including user administration and Hardware provision.

Requirements

• Demonstrable experience in a Service Desk, IT support or IT Service Management environment, including responsibility for coordinating people and operational workload.
• Experience managing, supervising, coaching or developing support colleagues.
• Strong understanding of ITIL-based practices, particularly Incident Management, Service Request Management, Major Incident Management, Knowledge Management and service-level management.
• Experience supporting a multi-site organisation and working with outsourced or third-party service providers.
• Experience using an IT Service Management platform such as ServiceNow or equivalent.
• Strong customer service skills, with the confidence to manage escalations and communicate effectively with users, technical teams and senior stakeholders.
• Ability to analyse service data, identify trends and translate findings into clear actions and improvements.
• Previous experience of ITSM Platform reporting dashboards, knowledge management, workflow improvement or automation.

Benefits

• Competitive salary
• 25 days holiday + 8 bank holidays. Company closed during Christmas period
• Company pension with up to 7.5% employer contribution.
• Life assurance (up to 4x salary).
• SIG Share Incentive Plan
• Employee Discounts from top high street and online brands
• Access to structured development through our Operations Academy, Apprenticeships, and on-demand training via our Learning System.

At SIG PLC, we recognise the value our employees bring. In return, you’ll be part of a supportive team with opportunities to grow, train, and build a long-term career.

SIG is committed to creating a fair and inclusive environment where employees feel safe, proud, and valued. We welcome talent that reflects the diverse customers and communities we serve. If you require any accommodations during the recruitment process, please let us know.

Due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised closing date. Once a vacancy has closed, we are unfortunately unable to consider additional applications — we therefore encourage you to apply as soon as possible to avoid disappointment.