1st Line Support
Service Desk Technician (1st Line Support), £30,000 per annum, Hertfordshire/Hybrid
We're looking for a dynamic and proactive Service Desk Technician (1st Line Support) to be the frontline helper of our ICT support team. With over 2,000 users across 100+ locations, your work will make a real difference every single day.
You'll be the go-to expert for resolving a wide range of technical issues, whether it's a laptop glitch, a mobile device hiccup, or a software snag. You'll support tools like Microsoft 365, Windows 11, and Android, and tackle everything from hardware troubleshooting to network connectivity challenges.
Responsibilities
- Providing first-line support via phone, in person, and onsite at our head office
- Logging and managing support tickets in the ITSM system with clarity and precision
- Troubleshooting and resolving issues quickly, aiming for first-time fixes
- Escalating complex issues with detailed documentation to ensure smooth handover
- Delivering exceptional customer service to colleagues and external partners alike
- Getting involved in exciting ICT projects and supporting wider service desk duties
About you
- You'll have demonstrable experience in a similar role within a service desk or contact centre environment
- Experience in Windows Support, Microsoft 365, Windows 11, and Android
- A natural flair for providing great customer service and clear communication
- Strong organisational skills and a collaborative approach
- A proactive mindset and a genuine enthusiasm for technology