1st Line IT Helpdesk Specialist — Brighton Office

Trident; Brighton; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

33 days annual leave

Bupa EAP

Cycle to Work

Vendor pricing for personal IT

Office in Brighton (walk from station)

Job summary

Trident, Brighton-based IT partner, is seeking a 1st Line Helpdesk Consultant to be the first point of contact for resolving IT issues and delivering outstanding customer service.

You will troubleshoot hardware, software and network problems, assist users with logins, and manage tickets end-to-end within defined SLAs while maintaining a strong focus on customer experience and business outcomes.

Qualifications

• Experience in 1st line helpdesk support
• Strong customer service ethos with IT focus
• Familiarity with ITIL-aligned incident/Request processes

Responsibilities

• Answer support queries via phone, email and ticketing system.
• Troubleshoot and resolve hardware, software and network issues.
• Remote access troubleshooting of tickets.
• Assist users with login problems, password resets and application issues.
• Own and resolve 1st line tickets within SLA/KPI.
• Provide regular progress updates to clients.
• Work independently and as part of a team to ensure smooth client experience.

Skills

Windows & Mac OS

Microsoft Office (Word, Excel, Outlook

Microsoft 365 & Active Directory

Networking basics (IP, DNS, DHCP)

Troubleshooting

Customer service

Communication skills

Adaptability

Time management

MSP experience / IT qualification (Des

Education

IT qualification (e.g., CompTIA A+, Microsoft qualification)

Job description

Trident, Brighton-based IT partner, is seeking a 1st Line Helpdesk Consultant to be the first point of contact for resolving IT issues and delivering outstanding customer service.

You will troubleshoot hardware, software and network problems, assist users with logins, and manage tickets end-to-end within defined SLAs while maintaining a strong focus on customer experience and business outcomes.