First Line Help Desk Support

First Line Help Desk Support

• Location: Horsham
• Job Type: Full-time
• Salary: £28,000

An exciting opportunity has become available to join a leading business in the technology sector as a First Line Help Desk Support. If you are looking for a career move where you will be the first point of contact for customers, understanding customer queries, incidents and service requests, supporting to ensure efficiently logged, triaged and resolved or escalated appropriately by the relevant team then this role could be for you. Read on for further details of this opportunity. 

Day-to-day duties of the role:

• Act as the first point of contact for customers via email and ticketing system.
• Log, categorise and prioritise incidents along with service requests accurately within the service desk tool.
• Provide initial troubleshooting and resolution for user access issues, escalating where necessary
• Maintain ownership of customer issues through to resolution or appropriate escalation.
• Escalate complex or unresolved issues to second-line product or technical support teams with clear and detailed information.
• Keep customers informed of ticket progress and expected resolution times.
• Contribute to the knowledge base by documenting solutions, workarounds and FAQs where applicable.
• Assist in user onboarding and provide guidance on system functionality.
• Support service improvement initiatives, including feedback collection and process refinement.

Required Skills & Qualifications:

• Good strong IT knowledge, an IT qualification would be desirable.
• Strong customer service and communication skills.
• Ability to troubleshoot application issues logically and methodically.
• Familiarity with enterprise software support processes (ITIL Foundation desirable).
• Experience using ticketing/service management systems is desirable.
• Previous experience in a customer support or service desk role
• Excellent organisational skills and the ability to remain calm and objective under pressure.

Benefits:

• Competitive salary and job stability.
• Opportunities for professional growth and development.
• Supportive team environment focused on innovation and efficiency.
• 25 days holiday
• Private Medical Insurance
• Death in Service
• Income Protection Scheme
• Quarterly Social Events 

If this sounds like the next career move for you please apply online now. Shortlisting for applicants will take place on Friday 7th November 2025.