Service Desk Technician (1st Line Support), £30,000 per annum, Hertfordshire / Hybrid
Were 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.
Youll be the go-to expert for resolving a wide range of technical issues-whether its a laptop glitch, a mobile device hiccup, or a software snag. Youll 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-its about people. Youll 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
About you
* 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
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