Service Desk Technician; 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.

But this role is more than just tech-it's about people. You'll translate complex IT speak into simple terms, always with a smile and a "can-do" attitude.

• Providing first-line support via phone, in person, and onsite at our head office
• Logging and managing support tickets in our 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
• Contributing to team meetings and continuous improvement initiatives
• Sharing knowledge and best practices to help the whole team grow
• Getting involved in exciting ICT projects and supporting wider service desk duties

• You’ll have demonstrable experience in a similar role within a service desk or contact centre environment
• 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