1st Line IT Support

CMD Recruitment; Gloucester; On-site; GBP 19,000 - 27,000; Full time

Job summary

1st Line IT Support position based in Bristol is a short-term contract offering up to £16.50 per hour (depending on experience). The role requires strong first-line support experience in a busy IT environment and is office-based, Monday to Friday, 9am to 5pm.

The successful candidate will act as the initial contact for IT issues, handle incidents, and provide user support for Windows, Microsoft 365 and AD, while ensuring SLAs are met and records are kept up to date.

Qualifications

• Previous experience in an IT Service Desk or Helpdesk environment.
• Strong troubleshooting and problem-solving skills.
• Familiarity with Windows OS, Microsoft 365, and Active Directory.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and handle multiple requests.
• Availability to start at short notice.

Responsibilities

• Act as the first point of contact for IT support queries via phone, email and ticketing systems.
• Log, prioritise and manage incidents and service requests per SLAs.
• Provide 1st line technical support for hardware, software and system issues.
• Troubleshoot common issues related to Windows environments, Microsoft 365 and user access.
• Assist with user account administration, password resets and permissions.
• Help with hardware setup and configuration for laptops, desktops and peripherals.
• Escalate complex issues to relevant teams as needed.
• Maintain accurate records of issues, fixes and updates in the helpdesk system.
• Deliver a high level of customer service to internal users.

Skills

IT support

Customer service

Windows OS

Microsoft 365

Active Directory

Ticketing systems

Tools

Ticketing system

Remote support tools

Job description

1st Line IT Support

Up to 16.50 per hour (depending on experience)
Bristol, Avon
Fixed term contract for 3 months
An established organisation based in Bristol is seeking a 1st Line IT Support professional to join their team for an initial 3 months. This is a great opportunity for someone with strong first-line support experience who can quickly integrate into a busy IT environment and provide excellent technical support to internal users.

Key Responsibilities:

• Acting as the first point of contact for IT support queries via phone, email, and ticketing systems
• Logging, prioritising, and managing incidents and service requests in line with internal SLAs
• Providing 1st line technical support for hardware, software, and system-related issues
• Troubleshooting common issues relating to Windows environments, Microsoft 365, and user access
• Supporting with user account administration, password resets, and permissions
• Assisting with hardware setup and configuration, including laptops, desktops, and peripherals
• Escalating more complex technical issues to the relevant teams when required
• Maintaining accurate records of issues, fixes, and updates within the helpdesk system
• Delivering a high level of customer service to internal users across the business

About you:

• Previous experience working within an IT Service Desk or Helpdesk environment
• Strong troubleshooting and problem-solving skills
• Familiarity with Windows OS, Microsoft 365, and Active Directory
• Excellent communication and customer service skills
• The ability to work in a fast-paced environment and manage multiple support requests
• Availability to start at short notice

This role is ideal for someone looking for a short-term contract where they can quickly add value and support a busy IT team.

Hours: Monday - Friday 9am - 5pm (35 hours per week)
Location: Central Bristol - 100% office based

Successful candidates will be contacted within 7 working days of application. If you do not hear from us within this time, please assume that your application has been unsuccessful.