Dropbox Hypercare - IT Service Support Agent

Career Opportunities: Dropbox Hypercare - IT Service Support Agent (18977)

Requisition ID18977-Posted07/31/2026-Technology ()-IT Service and Operations ()-Chesterfield (126252)-Information Technology-Fixed Term-Full Time-East Midlands

Salary: Competitive Salary and Benefits
Grade: 2B
Reporting Line: IT Service Desk Team Leader
Contract Type: Fixed Term - 7 months
Location:Chesterfield

What to expect

As an IT Service Desk Agent you will join us on our journey and undertake a truly valuable role responsible for resolving Software, Hardware, and Network-related issues to ensure the smooth functioning of Technology Services.

The IT Service Desk Agent acts as the first point of contact for users seeking technical assistance, and they must possess excellent communication and problem-solving skills to effectively address user concerns.

You will be working to provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.

This role offers you an exciting opportunity to collaborate with other support professionals, technicians, or developers. Strong teamwork and collaboration skills are essential for effective problem resolution and knowledge sharing.

What we can do for you

Our business is changing and we understand that attracting the right talent is pivotal in driving the positive change needed, to help us achieve our ambitious goals. Beyond a competitive salary, we offer a comprehensive benefits package that includes:

• 25 days annual leave (rising to 30 after 2 years), plus bank holidays
• Up to 10% on target bonus opportunity
• Generous pension scheme with minimum 10% employer contribution
• Access to 24/7 digital GP services and our Employee Assistance Programme
• 6 x Life assurance and income protection after 12 months service
• Over 400 online courses, mentoring, apprenticeships, and development programmes
• Access to our benefits platform for exclusive discounts & savings

What you'll need to succeed

You will demonstrate patience, even in challenging situations. Understand that customers may be frustrated or stressed and respond with empathy and understanding. As an IT Service Desk Agent, you will:

• Provide timely and effective technical support to end-users via phone, email, chat, or in-person. Assist users with troubleshooting hardware, software, and network issues, and guide them through problem resolution steps.
• Identify, diagnose, and resolve technical problems reported by end-users. Escalate complex issues to the appropriate IT teams or senior support staff for further investigation and resolution.
• Document all