1st Line Support Assistant

City Building (Glasgow) LLP; Glasgow; On-site; GBP 20,000 - 30,000; Part time

Job summary

An established industry player is seeking a proactive 1st Line Support Assistant to join its IT team. This role is crucial for delivering exceptional technical support to colleagues, assisting with troubleshooting and resolving IT issues promptly. You'll engage with various service desk tools while ensuring a high standard of customer service. With flexible working hours and a commitment to employee wellbeing, this position offers a rewarding career path in a supportive environment. If you thrive in a dynamic setting and possess strong communication skills, this opportunity is perfect for you.

Benefits

Contributory Pension Scheme

Annual Leave Entitlement

Enhanced Parental Leave

Health and Wellbeing Initiatives

Discounted Gym Membership

Qualifications

• Experience in a fast-paced helpdesk role providing IT support.
• Knowledge of ITSM and ITIL principles.

Responsibilities

• Provide 1st line support for IT service requests via phone and email.
• Log and track incidents ensuring timely resolution.

Skills

Troubleshooting

Customer Service

Communication Skills

Adaptability

Education

Relevant IT Certification

Tools

Microsoft Office Suite

ITSM

ITIL

MS Azure

Intune

MDM

Job description

City Building provides a range of repairs and maintenance, manufacturing, construction and refurbishment activities for Glasgow City Council and Wheatley Housing Group’s citizens and customers as well as other public, private and third sector organisations.

City Building operates both the largest construction craft apprenticeship programme in Scotland, and Royal Strathclyde Blindcraft Industries (RSBi), one of the largest supported manufacturing businesses in Europe, around 200 people, more than 50% of whom have a disability.

Our accreditations include, ISO45001, ISO 14001 and ISO 9001:2015. We are current recipients of a Queen’s Award for Enterprise Promoting Opportunity and Investors in Young People Platinum award. Both these accolades recognise our focus on investing in and growing a skilled staff base.

We are currently recruiting for an 1st Line Support Assistant to join our IT section.

The 1st Line Support Assistant plays a vital role with the City Building IT section, based within the IT Helpdesk covering 1st line support and assistance to colleagues providing remote device and application support typically by telephone and/or email.

You will possess troubleshooting experience in the Microsoft suite of systems and proven experience in a fast-paced helpdesk role.

As a key member of the team the main duties will include:

- Answering and logging IT service requests/incidents received via phone, web-logged call or email.

- Assist in Providing 1st contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Remote Support, FAQs, Troubleshooting Guides, and Knowledge base articles).

- Accurately log actions taken and resolutions.

- Maintain the company asset management software.

- Assist in raising and processing PO’s as required.

- Any additional duties as directed by IT management in line with business requirements.

The 1st line support will also liaise with support companies to log and follow through with service requests/incidents when required.

To be effective in this position, the 1st Line Support Assistant must possess a proactive approach, excellent communication, and the ability to adapt to change and manage multiple priorities. You will be committed on a personal basis to the provision of excellent customer service and demonstrate first-class interpersonal, communication and organisational skills.

Proven knowledge of ITSM, ITIL and high knowledge of MS Office Product Suite is essential. Proven experience of MS Azure, intune and MDM is advantageous.

You will be required to have a flexible approach to this role. Your contracted hours of work will be 21 hours per week (Wednesday-Friday) to be worked to suit the needs of the business. As an employee of City Building, you will also receive the following benefits:

- A rewarding career with a competitive salary.

- Access to contributory pension scheme – Strathclyde Pension Fund.

- Excellent annual leave entitlement

- Enhanced maternity, paternity, and adoption/shared parental leave.

- Access to excellent health and wellbeing initiatives.

- Access to a discounted gym membership.

Please refer to the role profile for further details on the role however if you would like to have an informal chat about the role then please contact:

If you feel, you have the necessary skills and experience for this role then please forward your CV along with a completed Supporting Statement to the People Services Team, [e-mail] by close of business on Friday, 23 May 2025