1st Line Support
Your new company A well-established and forward-thinking organisation is looking to strengthen its IT Service Delivery function. With a strong focus on customer experience and operational efficiency, the business relies on its technology teams to deliver reliable and responsive support across a diverse user base.Your new role As an IT First Line Support Analyst, you will join the Service Delivery team on a 3 month contract, providing hands-on, first line technical support to end users. Working 5 days per week on-site in Bedford, you will be the first point of contact for IT incidents and service requests, ensuring issues are logged, diagnosed, and resolved efficiently.Your day-to-day responsibilities will include troubleshooting hardware, software, and basic network issues across desktops, laptops, mobile phones, and tablets. You will manage incidents and requests using ITSM tools, escalate more complex issues to second line or third party support teams, and keep users informed throughout the resolution process.You will also assist with user account management, device setup and deployment, and contribute to knowledge base documentation and process improvements within the service desk function.What you'll need to succeed To be successful in this role, you will have: - Previous experience in a 1st Line Support, Helpdesk, or Customer Service IT role - Strong troubleshooting skills across Windows, mobile operating systems (iOS/Android), and standard business applications - Familiarity with ticketing systems (e.g. ServiceNow, Zendesk) and remote support tools - A solid understanding of hardware, software, and basic networking concepts - Excellent communication skills with the ability to explain technical issues clearly to non-technical users - Strong organisational skills with the ability to prioritise and manage multiple tasks in a fast-paced environment - A proactive, customer-focused approach with a commitment to delivering high-quality service- An IT-related qualification would be advantageous but is not essential.What you'll get in return In return, you'll be offered a contract opportunity within a busy and well-structured IT Service Delivery environment. You'll gain hands-on experience supporting a large user base, working with modern ITSM tools and a variety of technologies. This role provides valuable exposure to enterprise-level IT operations, the chance to work alongside experienced IT professionals, and the opportunity to strengthen your first-line support skill set in a fast-paced, customer-focused setting.What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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