As part of the IT Service Desk team, you will support the delivery of first‑line IT support across the business, acting as an initial point of contact for users requiring assistance. You will respond to incidents and service requests, provide day‑to‑day IT support and user training, and ensure all issues are logged, managed, and resolved in line with IT Service Management (ITSM) best practices.
Working collaboratively with the wider Service Desk, you will help maintain quality and performance standards, contributing to a responsive, efficient, and customer‑focused IT service that supports the organisation's ongoing operations and objectives.
Job Responsibilities
Provide first‑line IT support as part of the IT Service Desk, delivering a customer‑focused service in line with ITSM best practices.
Log, manage, and progress incidents and service requests accurately within the ITSM tool, taking ownership through agreed ITIL processes and working towards SLA targets.
Contribute to team performance and quality standards, ensuring support is available during operational hours and escalating issues appropriately.
Maintain and update the IT knowledge base, producing clear technical documentation and user‑friendly support guides.
Work collaboratively with the wider IT team and Service Desk Manager, supporting service improvements, customer feedback initiatives, and day‑to‑day IT operations while adhering to all IT and company policies.
Qualifications
You will be a graduate or soon‑to‑be graduate with a Bachelor's degree (or expected degree) in IT, Computer Science, or a related subject, and most importantly a clear enthusiasm for building a career in IT support. Any exposure to IT support through internships, placements, part‑time or voluntary roles is beneficial, but not essential; a genuine passion for technology and learning will be equally valued.
You’ll have a basic grounding in IT fundamentals, including Windows operating systems, Microsoft 365 applications (Teams, Outlook, SharePoint, OneDrive), cloud concepts such as Microsoft Entra ID, networking basics, mobile device management, and core security principles. With good problem‑solving and organisational skills, strong communication, and a customer‑focused approach, you’ll be comfortable working independently or with minimal supervision while delivering friendly, effective support to users.
Benefits
* 25 annual leave plus bank holidays with the option to buy more
* Group Personal Pension Plan
* Career development & progression with the opportunity to earn professional qualifications
* 24/7 access to a virtual GP and Mental health support & counselling services
* Cycle to Work scheme
* Discount club – supermarkets, phone bills, gyms & more!
* Life assurance cover
* Long service recognition
* Active local social committees
* Regular social events
* Paid volunteering opportunities in your community
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