Salary: £28,000 - 28,000 per year Requirements: Previous experience in 1st Line Support or relevant IT qualifications Excellent communication skills Ability to diagnose faults and resolve incidents efficiently Familiarity with ITIL best practices Strong customer service orientation Willingness to learn and grow in an IT role Responsibilities: Support a wide range of incidents and requests via telephone, email, and live chat Manage incidents and requests in line with process and ITIL best practices Respond to incidents and requests within the customers Service Level Agreement Provide effective, professional responses to incidents and requests Ensure seamless customer service and support throughout the customers support hours Review knowledge articles and online support material to provide 1st time fixes Escalate incidents and requests to internal resolver groups (2nd and 3rd line) or external parties as necessary Contribute to the Service Desk Knowledge Base by submitting articles and identifying gaps Technologies: Support ITIL More: We are a Nottingham-based client offering a competitive salary between £29,000 to £32,000 depending on experience, with a shift pattern covering mornings, evenings, and nights. We prioritize training and development for our team, making this an excellent opportunity for individuals early in their IT careers or those seeking to gain valuable experience in a supportive environment. Our team values professionalism and aims to provide seamless customer support. last updated 12 week of 2026