1st Line Service Desk Technician – Customer Support

Appello UK; New Milton; On-site; GBP 24,000 - 27,000; Full time

Benefits offered by this job

Holiday allowance

Employee discounts

EAP service

Family discounts

Pension scheme

Free parking

Job summary

Appello UK is seeking a customer‑focused Service Desk Technician (1st Line) to be the initial contact for digital support queries. You will log, triage and manage cases, provide first‑line troubleshooting and engage with customers to ensure a smooth, empathetic support experience.

The role is office‑based in New Milton, Hampshire, 35 hours per week (Mon–Fri, 9am–5pm with 1 hour lunch). Salary is £25,500 per annum. Pre‑employment screening applies, including DBS checks and references.

Qualifications

• Experience in a busy, customer-facing role.
• Experience carrying out general administrative tasks.
• Ability to diagnose and troubleshoot basic technical issues.
• Strong problem-solving and communication skills.
• Confidence explaining technical issues in simple language.
• Good organisation and the ability to juggle multiple tasks.

Responsibilities

• Act as the first point of contact for digital support queries via phone, email or chat.
• Log, triage and manage support tickets in line with SLAs.
• Provide first‑line technical support and initial fault diagnosis.
• Ask targeted questions to identify root causes of issues.
• Explain solutions to customers in clear, non-technical language.
• Escalate unresolved issues to internal teams or third‑party providers.
• Monitor system performance and raise concerns as needed.
• Maintain accurate documentation and support processes.
• Handle multiple cases simultaneously while ensuring service quality.
• Participate in an out‑of‑hours on‑call rota.

Skills

Customer service

Troubleshooting

Communication

Documentation

Organisational skills

Problem solving

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Appello UK is seeking a customer‑focused Service Desk Technician (1st Line) to be the initial contact for digital support queries. You will log, triage and manage cases, provide first‑line troubleshooting and engage with customers to ensure a smooth, empathetic support experience.

The role is office‑based in New Milton, Hampshire, 35 hours per week (Mon–Fri, 9am–5pm with 1 hour lunch). Salary is £25,500 per annum. Pre‑employment screening applies, including DBS checks and references.