Job Description
We are looking for 1st Line Support Technicians to join a dedicated team in Burgess Hill, Sussex.
You will be part of a service operations team as a Service Desk Analyst, providing software, hardware, and network support to multiple customers within the End User Computing Team.
Key Responsibilities
* Providing support via the remote service desk.
* Handling inbound calls, logging new tickets, or updating existing ones.
* Completing first-time fixes where possible.
* Taking ownership of incidents, requests, and problems, progressing them to closure or escalating as needed.
* Responding to all customer contact modes – telephone, email, and customer portal.
* Meeting or exceeding contractual SLAs, KPIs, and Customer Satisfaction targets.
* Applying customer knowledge base articles and scripts to ensure high-quality troubleshooting and support.
* Closing a targeted number of tickets daily.
* Recording and maintaining knowledge base articles.
Candidate Requirements
The ideal candidate will demonstrate:
* A passion for technology and a desire to develop a career in IT managed services.
* Previous experience in a Service Desk environment providing remote support to corporate clients.
* Experience with service management platforms.
* Strong incident/request management and ticket handling skills.
* Experience working to SLAs and KPIs.
* Contributing to and utilizing a knowledge base.
* Understanding of ITIL (beneficial).
* Commitment to personal and professional growth.
This role is suitable for candidates with experience in 1st Line support, Desktop support, Support Analyst, IT Analyst, or IT Technician roles.
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