Desktop Support

The Role

We are seeking a Junior 1st Line Support Engineer for a short-term contract position to join our support team at our Milton Keynes HQ. This role is ideal for someone early in their IT career who is looking to gain valuable experience in a fast-paced support environment.

As the first point of contact for our clients, you will be responsible for answering incoming support calls, performing initial triage, and resolving basic IT issues over the phone. You will work as part of a blended team of 1st Line, FCR, and 2nd Line engineers, with opportunities to learn from more experienced colleagues.

We're looking for someone with a positive attitude, good communication skills, and a genuine interest in IT who can provide excellent customer service while developing their technical abilities.

Key Responsibilities

• Answering incoming support calls and providing first-line telephone support
• Performing initial triage to assess and prioritise support requests
• Resolving basic IT issues over the phone, including:
  • Password resets and account unlocks
  • Basic desktop and application troubleshooting
  • Email and Office 365 basic issues
  • Printer connectivity and basic configuration
  • User guidance on standard software applications
• Accurately logging all support requests as tickets with clear, detailed information
• Escalating more complex issues to senior engineers with relevant context and troubleshooting steps already taken
• Keeping clients informed throughout the support process with regular updates
• Managing your personal ticket queue and ensuring timely closure of resolved issues

Essential Requirements

• Basic understanding of IT fundamentals (Windows OS, Office 365, email systems)
• Excellent telephone manner and customer service skills
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Patient and empathetic approach when dealing with frustrated users
• Good organisational skills and attention to detail
• Ability to multi-task and work in a busy environment
• Willingness to learn and ask questions when unsure
• Availability to start at short notice

Desirable Experience

• Previous experience in a customer service or support role
• Experience using ticketing systems
• Basic knowledge of Active Directory
• Familiarity with remote support tools
• Any IT certifications (CompTIA A+, Microsoft, etc.)

Personal Qualities

• Friendly and approachable demeanour
• Professional telephone manner
• Positive, can-do attitude
• Calm under pressure
• Team player who is happy to support colleagues
• Eager to learn and develop IT skills
• Takes pride in helping others and resolving issues

GCS is acting as an Employment Business in relation to this vacancy.