1st Line Engineer

IMT Resourcing Solutions; Perth; On-site; GBP 23,000 - 29,000; Full time

Job summary

IMT Resourcing Solutions in Perth, Scotland is seeking a 1st Line Support Analyst to join a busy IT Service Desk. You will be the first point of contact for colleagues experiencing technical issues, delivering prompt, professional support across hardware, software, network and connectivity.

The role offers a permanent, full-time contract with rotating shifts (8:30-4:30 or 9:00-5:30) and a starting salary of £26,000, with opportunities to develop technical knowledge and hands-on experience.

Qualifications

• Previous experience in IT support or Service Desk environment.
• Basic knowledge of Windows, Office 365 and networking.
• Full UK driving licence.

Responsibilities

• Provide 1st line IT support via telephone, email, chat and self-service.
• Log, prioritise and manage incidents and service requests through ServiceNow.
• Carry out initial troubleshooting and resolve issues within SLAs.
• Support hardware, software, network and connectivity issues.
• Escalate complex issues to appropriate technical teams or suppliers.

Skills

IT Service Desk

Windows OS

Office 365

Customer service

Communication

Problem solving

Independent worker

Tools

ServiceNow

Job description

Location: Perth, Scotland

Salary: Starting from £26,000

Job Type: Permanent, Full-Time

Working Pattern: 2 rotating shifts - 8:30am-4:30pm / 9:00am-5:30pm

About the Role

Our client is looking for a 1st Line Support Analyst to join their IT Service Desk team in Perth.

You’re the first point of contact for colleagues experiencing technical issues, providing professional and responsive support across hardware, software, network and connectivity queries.

This is a great opportunity for someone looking to build their IT career within a supportive team, with the chance to develop your technical knowledge and gain hands-on experience across a broad range of technologies.

What You'll Do

• Provide 1st line IT support via telephone, email, chat and self-service
• Log, prioritise and manage incidents and service requests through ServiceNow
• Carry out initial troubleshooting and resolve issues within agreed SLAs
• Support hardware, software, network and connectivity issues
• Manage IT service requests, including ordering and configuring equipment
• Escalate more complex issues to the appropriate technical teams or suppliers
• Take ownership of user issues and keep colleagues updated on progress
• Maintain accurate IT asset records
• Complete general IT administration tasks
• Assist with testing updates to the ServiceNow platform
• Contribute to continual service improvement initiatives

What We're Looking For

• Previous experience in an IT support or Service Desk environment
• Basic technical knowledge across hardware, software and networking
• Good knowledge of Windows and Microsoft Office 365
• Basic understanding of iOS and Android
• Understanding of ITIL principles would be beneficial
• Strong customer service skills and a professional telephone manner
• Good communication and problem-solving skills
• A motivated approach with a willingness to learn
• Ability to work independently while contributing positively to a team
• Full UK driving licence

Why Join

• Starting salary of £26,000
• Based in Perth, Scotland
• Opportunity to develop your IT support career
• Exposure to Microsoft, ServiceNow, hardware and networking technologies
• Supportive and collaborative Service Desk environment
• Opportunity to contribute to service improvement projects
• Varied role with excellent hands-on experience