Salary: £29,000 - 32,000 per year Requirements: Previous experience operating at 1st Line Support level or IT knowledge through qualifications Excellent communication skills Ability to diagnose faults and resolve incidents Familiarity with ITIL best practices Enthusiastic about progressing in a career in IT Responsibilities: Manage Incidents and Requests in line with Process and ITIL best practices Ensure Incidents and Requests are responded to within the customers Service Level Agreement Provide an effective, professional response to Incidents and Requests Offer a seamless level of customer service throughout support hours Review knowledge articles and online support material to provide a 1st Time Fix Escalate Incidents and Requests when required to internal and external resolver groups Contribute to the Service Desk Knowledge Base by submitting articles and identifying gaps Technologies: Support ITIL More: We are a Nottingham-based client seeking a First Line Support to manage a range of incidents and requests via telephone, email, and live chat. We offer a salary between £29,000 and £32,000 depending on experience, along with a supportive environment that promotes training and development. This role is ideal for someone junior in IT or those looking to gain further experience while contributing to our commitment to high standards of customer service. Our team values professionalism and efficiency, and we aim to ensure seamless support for our customers. last updated 17 week of 2026