1st line IT Support

Role: 1st line IT support / IT support helpdesk

Duration: 12 week temporary contract 

This role would be an immediate start due to the urgency of needing extra support in the team.

Salary: £27,000 equivalent

Hours: 37 hours per week

Monday - Friday 7.30am-4pm or 9.30am-6pm

Hybrid 3 days per week in the office, 2 days working from home

Location: LE19 - Enderby Leicester 

Have you got experience working on 1st line support? if so we are looking for you to join a team supporting their store networks with first line queries. 

The 1st Line Support Analyst is the first point of contact for all IT-related incidents and service requests. The role is responsible for triaging tickets, providing effective first-time fixes where possible, and ensuring timely escalation to resolver teams when required. The analyst plays a key part in maintaining high levels of customer satisfaction and meeting IT service delivery standards. 

Ticket Management & Triage

• Act as the initial contact point for users via phone, email, self-service portal, or chat.
• Accurately log, categorise, and prioritise all incidents and service requests in the ITSM tool.
• Perform triage to determine ticket urgency, impact, and appropriate resolution path.
• Identify recurring or related issues and link tickets accordingly.

First-Line Troubleshooting & Resolution

• Provide first-time fixes using standard troubleshooting steps, documented workarounds, and knowledge base articles.
• Assist with password resets, account unlocks, software installations, and basic hardware/software issues.
• Escalate complex or unresolved tickets to 2nd Line or specialist teams with full diagnostic details.

Customer Service & Communication

• Deliver excellent customer service, ensuring all users receive timely updates on ticket progress.
• Set clear expectations regarding resolution times in line with SLAs.
• Communicate technical issues in a clear, user-friendly manner.

Service Delivery & Compliance

• Monitor open tickets to ensure progress within SLA and chase resolver groups when necessary.
• Follow ITIL-aligned processes (Incident, Request Fulfilment, Change, and Problem Management).
• Adhere to security and compliance standards when handling user data and system access.

Please apply now with your most up to date CV.

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