1st Line IT Support Technician - Service Desk

CenCom Solutions; Wadhurst; On-site; GBP 23,000 - 29,000; Full time

Job summary

CenCom Solutions is seeking a 1st Line Service Desk Technician to join our IT Support / Managed Services team in the UK. You will be the first contact for CenCom clients, logging requests, triaging priorities, and providing initial troubleshooting according to documented procedures.

You will maintain case notes in Dynamics 365, escalate when needed, and contribute to knowledge base improvements. A DBS check and UK driving licence may be required, with standard office hours Monday to Friday.

Qualifications

• Experience in frontline IT support and logging incidents.
• Familiarity with Dynamics 365 and Microsoft 365 administration.
• Ability to triage and resolve common issues per documented procedures.
• Willingness to escalate when deeper expertise is required.

Responsibilities

• Receive and log support requests, confirm user and client details, assess impact and urgency, and assign priority.
• Provide first-contact troubleshooting for Windows, Microsoft 365, printing, connectivity, and VoIP issues using approved procedures.
• Resolve standard requests within documented permissions, including basic account and software support.
• Maintain accurate case notes and evidence in Dynamics 365, including actions taken and resolution details.
• Keep users informed, verify service restoration, and close cases with clear records.
• Review N‑able alerts and routines, perform first-line actions, and route complex alerts for investigation.
• Escalate cases when troubleshooting is exhausted or requires specialist access.
• Contribute to knowledge base with fixes and procedural notes.
• Assist with endpoint preparation, onboarding/offboarding, and client-site visits as needed.

Skills

Customer support

Ticketing system

Dynamics 365

Microsoft 365

Tools

N-able

Microsoft 365 admin

VoIP systems

Job description

CenCom Solutions is seeking a 1st Line Service Desk Technician to join our IT Support / Managed Services team in the UK. You will be the first contact for CenCom clients, logging requests, triaging priorities, and providing initial troubleshooting according to documented procedures.

You will maintain case notes in Dynamics 365, escalate when needed, and contribute to knowledge base improvements. A DBS check and UK driving licence may be required, with standard office hours Monday to Friday.