It Help Desk Support - 1St Line

Technical Support Help Desk - 1st line support. Afternoon shift at Havant, Hampshire, UK.

Join a supportive Service Desk team where you'll be the first point of contact, helping customers get back up and running quickly. You'll resolve tickets efficiently, use trusted knowledge resources, and work alongside colleagues to deepen your technical expertise over time.

• Act as the first point of contact for all IT support requests via phone, email, chat and ticketing systems.
• Log, categorise, prioritise, and manage support tickets in accordance with Service Level Agreements (SLAs).
• Troubleshoot and resolve first-line technical issues using the company's incident management application
• Escalate calls to the Desktop Team and/or Infrastructure Team when needed
• Complete company-provided training to be fully equipped for the role
• Keep up to date with the latest technologies used by the business
• Contribute to continuous improvement by developing your technical knowledge and problem-solving skills

Basic Qualifications

What you'll bring:

Exceptional verbal communication skills and the ability to build strong relationships with customers

Excellent people skills and a genuine desire to create positive customer experiences

Strong problem-solving ability, with a proactive approach to resolving issues

Solid customer service mindset, supported by consistently good outcomes through quality control and customer satisfaction feedback

Desired Skills

• Comfortable working with MS Office products
  
  Working knowledge of Windows 11 and Iphones
• 6 Months - 1 Year of Service Desk Experience

Personal Attributes

• Friendly and approachable.
• Patient and professional when supporting users.
• Highly organised with excellent attention to detail.
• Able to work independently and as part of a team.
• Proactive with a willingness to learn new technologies.
• Flexible and adaptable in a fast-paced environment.

Performance Measures

• First-time fix rate.
• Ticket resolution times.
• Customer satisfaction scores.
• SLA compliance.
• Accuracy of ticket documentation and updates.
• Company pension scheme after three months.
• Annual leave entitlement.
• Training and career development opportunities.
• Hybrid working opportunities (where applicable).

Salary Guide (UK)

Typically £26,000 - £29,000 per annum
, depending on experience, location, technical capability, and certifications.

This specification is suitable for a junior to intermediate First Line Support professional supporting users across Microsoft 365, desktop, laptop, mobile, and network environments.

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