1st Line Support Technician

TITLE: 1st Line IT Support Technician

REPORTS TO: IT Service Delivery Manager

WORK-PATTERN: Monday to Friday 08:00-16:30 or 09:00-17:30 shift rotation

(Excluding Bank Holidays) plus an on-call rota.

DEPARTMENT OVERVIEW:

The IT Department at London Luton Airport manages information systems and technology across the airport, with teams responsible for IT Operations & Service Delivery, IT Infrastructure, Cyber & Information Security, Data Science, and Project & Portfolio Management.

JOB PURPOSE SUMMARY:

The 1st Line Support Technician role is primarily responsible for handling all incoming Service Desk calls and providing support to resolve reported issues. You will act as the first point of contact for end users reporting faults and requesting IT assistance through our various communication channels. Where issues cannot be resolved personally, you will work closely with the wider IT team to ensure they are escalated to the appropriate resource, enabling prompt resolution

This role would suit someone with 1-2 years’ experience working in a fast-paced IT Service Desk environment, ideally for a Managed Service Provider.

Daily tasks will involve the following:

• Provide technical support& maintenance for both the corporate and terminal IT functions.
• Be the first point of call for all incoming phone calls and/or desk walk ups.
• Ensure that IT issues & faults reported to the IT team are resolved in the shortest possible time, meeting the department’s service level agreements, and minimising the disruption to systems critical to the airports operation
• Complete a range of morning checks to ensure our systems are up and running
• Working closely with the wider IT team to escalate and resolve issues.
• To update Service Desk tickets with progress notes, detailing progression the task for both the end user and other team members. Communicate with all relevant parties affected by any task in a timely, professional manner.
• Provide support for Office 365 applications
• Support the Joiners, Movers and Leavers (JML) process, including setting up, updating and decommissioning user accounts and equipment in line with agreed procedures and timescales.
• Perform Installations, configurations, setting up of workstations and mobile devices.
• Prioritise support and maintenance tasks to meet service level expectations.
• Provide out of hours support to the airport userbase as part of the rotational on call
• Responsibility for the health, safety and wellbeing of yourself and support colleagues in the workplace; supporting our journey to create an open and honest wellbeing culture at LLA.
• Contribute to delivering a great guest experience by performing your role with accuracy and efficiency. Recognising that every task whether guest facing or behind the scenes contributes to supporting the company’s overall LLA Way Strategy and service standards.
• Proactively and positively promote the LLA Way initiatives and projects with all employees and the wider airport community.

KEY REQUIREMENTS FOR THE ROLE:

Essential

• A very well organised and structured approach to work planning and ability to allocate

time effectively to tasks.

• A flexible approach to daily routines to deliver the desired results.
• A commitment to continuous learning and development of skills and knowledge, including an understanding that study time outside of working hours may be required for career development.
• Strong customer service focus, with the ability to listen actively, set expectations and provide clear, timely updates in line with support priorities and SLAs.
• Good teamwork ethic - including the ability to communicate with colleagues in a clear and professional manner, whilst maintaining a customer-service-based approach.
• Ability to work alone using own initiative and managing support calls to a high standard.
• Ability to investigate and trouble-shoot a wide range of technical problems, including computer equipment, software and network faults.
• A methodical problem-solver with a desire and aptitude for learning new skills.
• Patience, resourcefulness and a desire to help.
• Good written and spoken communication skills:
• Contribute credibly to IT department’s delivery of SLAs and other support targets.
• Self-motivated to advance own knowledge & gain formal qualifications.

Desirable

• Previous exposure to Active Directory, Windows 11 and basic networking.
• Experience supporting Microsoft 365 applications (e.g., Outlook, Teams, OneDrive and SharePoint).
• Familiarity with ITSM/ticketing tools (e.g., ServiceNow, Manage Engine or similar) and accurate call logging.
• Experience using remote support tools to assist users off-site and document resolutions clearly.
• IT Qualifications / Certifications such as CompTIA A+, Microsoft Certified Professional, ITIL, NVQ or BTEC in IT or equivalent.