Details:
- Salary: £29,250 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: South East Hampshire Havant
- Date: 1 day ago
Description:
Technical Support Help Desk - 1st line support. Afternoon shift at Havant, Hampshire, UK.
Join a supportive Service Desk team where you'll be the first point of contact, helping customers get back up and running quickly. You'll resolve tickets efficiently, use trusted knowledge resources, and work alongside colleagues to deepen your technical expertise over time.
Act as the first point of contact for all IT support requests via phone, email, chat and ticketing systems.
Log, categorise, prioritise, and manage support tickets in accordance with Service Level Agreements (SLAs).
Troubleshoot and resolve first-line technical issues using the company's incident management application
Escalate calls to the Desktop Team and/or Infrastructure Team when needed
Complete company-provided training to be fully equipped for the role
Keep up to date with the latest technologies used by the business
Contribute to continuous improvement by developing your technical knowledge and problem-solving skills
Basic Qualifications
What you'll bring:
* Exceptional verbal communication skills and the ability to build strong relationships with customers
* Excellent people skills and a genuine desire to create positive customer experiences
* Strong problem-solving ability, with a proactive approach to resolving issues
* Solid customer service mindset, supported by consistently good outcomes through quality control and customer satisfaction feedback
Desired Skills
Comfortable working with MS Office products
* Working knowledge of Windows 11 and Iphones
6 Months - 1 Year of Service Desk Experience
Personal Attributes
Friendly and approachable.
Patient and professional when supporting users.
Highly organised with excellent attention to detail.
Able to work independently and as part of a team.
Proactive with a willingness to learn new technologies.
Flexible and adaptable in a fast-paced environment.
Performance Measures
First-time fix rate.
Ticket resolution times.
Customer satisfaction scores.
SLA compliance.
Accuracy of ticket documentation and updates.
Benefits
Competitive salary.
Company pension scheme after three months.
Annual leave entitlement.
Training and career development opportunities.
Hybrid working opportunities (where applicable).
Salary Guide (UK)
Typically £26,000 - £29,000 per annum, depending on experience, location, technical capability, and certifications.
This specification is suitable for a junior to intermediate First Line Support professional supporting users across Microsoft 365, desktop, laptop, mobile, and network environments.
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