Role Overview
Provide 1st Line Support for external customers, working within a dedicated team to monitor calls, emails, and automated alerts, and bring them to an appropriate resolution or escalates where necessary. Based at Bell Office Portsmouth, with some hybrid flexibility.
What You Will Do
- Serve as the first point of contact for IT service requests, incidents, alerts, and queries via phone, email, chat, or monitoring tools, and make appropriate routing decisions, resolving issues or escalating to second or third‑line teams.
Why It Might Be a Fit
Ideal candidate will have previous experience in 1st Line IT support, with a strong emphasis on delivering excellent customer service, and the ability to work under pressure in a fast‑paced environment.
Requirements
- Self‑starter and logical problem solver
- Articulate in both verbal and written communication
- Professional/flexible approach to work
- Disciplined prioritisation, time management and scheduling abilities
- Willingness to learn quickly and adaptable as the situation requires
- Strong emphasis on delivering an excellent customer experience
- Previous experience working in a 1st Line IT support environment for at least 12 months
- Previous experience working with ticketing systems such as ServiceNow or other equivalent ITSM platforms
- Ability to demonstrate experience delivering exceptional customer service
- Experience adhering and working towards agreed SLAs and KPIs
- Understanding of IT workflows and ITIL practices
Benefits
- Hybrid flexibility with 3 days a week required in the office
- Opportunity to work in a fast‑paced environment
- Chance to deliver exceptional customer service
- Potential for career growth and development
