Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref: 204844

About the role

Benefact Group are looking for a Service Desk Adviser to join our Gloucester office.

Benefact Group are looking for a customer‑focused and proactive Service Desk Adviser to join our IT Service Desk team. As the first point of contact for IT support, you will play a key role in delivering exceptional customer service, driving first contact resolution, and ensuring a positive experience for all colleagues engaging with IT. This role is ideal for someone passionate about helping people, eager to learn, and motivated by delivering high‑quality service in a fast‑paced environment.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.

What you'll be doing

• Provide outstanding customer service as part of the IT Service Desk team, ensuring all users receive timely, professional, and effective support.

• Act as the ‘face of IT’, handling enquiries both in person and remotely, ensuring excellent communication and a helpful, customer‑centric approach.

• Lead the team IAM activities, including user provisioning tasks, and lead elements of these processes where appropriate.

• Support accurate and timely handling of incidents, requests, and service tasks using Jira Service Management or alternative ITSM toolset.

• Build strong and positive working relationships across the organisation, supporting our “right first time” and first contact resolution objectives.

• Demonstrate professionalism, empathy, and strong communication skills when handling challenging situations or negotiating solutions.

What you'll need to have

• Experience working with IAM products or services.

• Previous experience in a service desk or IT support role, including use of ITSM tools such as Ivanti or ServiceNow.

• Good working knowledge of:

  • Microsoft Office 2016/2019 and Microsoft 365 (including Teams)

  • Windows 10

  • Outlook/Exchange 2016/2019/365

• Strong customer service skills with the ability to remain calm, professional, and outcome‑focused in challenging situations.

What makes you stand out

• SDI or ITIL certification.

• CompTIA A+ certification.

• Certified Identity and Access Manager (CIAM).

• Microsoft Administrator certifications

What we offer

• A competitive salary - let's discuss it

• Hybrid working

• Group Personal Pension - up to 12% employer contribution

• Generous annual bonus scheme: on-target bonus between 6% and 24%

• 25 days annual leave plus bank holidays, and a holiday buy and sell scheme

• An array of health and wellbeing benefits, including private healthcare, income protection and life assurance

• £200 annual personal grant to a charity of your choice

• Encouraged to take at least one volunteering day per year

• Employee Assistance Programme

• Full study support to gain professional qualifications

• Access to virtual GP

• Enhanced maternity and paternity pay

About us

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better. 

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

*Directory of Social Change’s UK Guides to Company Giving 2017-26