Permanent / Up to £30000 per annum
Service Desk Technician (1st Line Support), £30,000 per annum, Hertfordshire / Hybrid
We’re 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.
You’ll be the go-to expert for resolving a wide range of technical issues-whether it’s a laptop glitch, a mobile device hiccup, or a software snag. You’ll 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-it’s about people. You’ll translate complex IT speak into simple terms, always with a smile and a “can-do” attitude.
1. Providing first-line support via phone, in person, and onsite at our head office
2. Logging and managing support tickets in our ITSM system with clarity and precision
3. Troubleshooting and resolving issues quickly, aiming for first-time fixes
4. Escalating complex issues with detailed documentation to ensure smooth handover
5. Delivering exceptional customer service to colleagues and external partners alike
6. Contributing to team meetings and continuous improvement initiatives
7. Sharing knowledge and best practices to help the whole team grow
8. Getting involved in exciting ICT projects and supporting wider service desk duties
About you
9. You’ll have demonstrable experience in a similar role within a service desk or contact centre environment
10. A natural flair for providing great customer service and clear communication
11. Strong organisational skills and a collaborative approach
12. A proactive mindset and a genuine enthusiasm for technology