1st Line Support Engineer

Comms-Care UK; Northwich; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Health Insurance (AXA)

Dental Plan Options

Birthday day off

Employee Referral Bonus

Wellness perks

Job summary

Ingram Micro is seeking a Service Desk Analyst in Northwich (CW9 7UA) with a hybrid pattern requiring 3 days per week at the Northwich office. You will be the first point of contact for IT support, ensuring incidents and service requests are managed efficiently while delivering high-quality customer service.

You'll log, triage, troubleshoot issues, and escalate to specialist teams when needed, working with colleagues and third-party suppliers to resolve problems and maintain service levels.

Qualifications

• Experience in a customer-facing role in service desk or helpdesk.
• Strong communication skills, both written and verbal.
• Willingness to learn and a passion for technology.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using Microsoft Office applications.

Responsibilities

• Provide first-line IT support to customers via phone, email and ticketing systems.
• Log, categorize and manage incidents and service requests.
• Troubleshoot and resolve technical issues within your scope of knowledge.
• Escalate complex issues to specialist teams when required.
• Keep customers informed with regular updates throughout the resolution process.
• Collaborate with colleagues and third-party suppliers to resolve issues.
• Follow up on incidents to ensure a positive customer experience.
• Contribute ideas to improve service delivery and team performance.

Skills

Customer service

Service desk experience

Communication skills

Problem solving

Organisation

Teamwork

Microsoft Office

Tools

Microsoft Office

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Service Desk Analyst Location: Northwich (CW9 7UA) Working Pattern: Hybrid, with 3 days per week in our Northwich office.

Are you a tech-savvy individual with good communication skills, looking to build your career in IT support? Join our team as a Service Desk Analyst and become part of a global organisation that invests in its people. Whether you're looking to build on existing support experience or take your first step into IT, you'll benefit from ongoing training, career development opportunities and the support of an experienced team.

About the Role

As a Service Desk Analyst, you'll be the first point of contact for customers requiring IT support, ensuring incidents and service requests are managed efficiently while delivering a high standard of customer service. You'll work closely with colleagues across the support function to help maintain service levels and provide a positive customer experience.

What You'll Be Doing

• Providing first-line support to customers via phone, email and ticketing systems.
• Logging, categorising and managing incidents and service requests.
• Troubleshooting and resolving technical issues within your scope of knowledge.
• Escalating more complex issues to specialist support teams when required.
• Keeping customers informed with regular updates throughout the resolution process.
• Working with colleagues and third-party suppliers to help resolve customer issues.
• Following up on incidents to ensure a positive customer experience.
• Contributing ideas and feedback to help improve service delivery and team performance.

What We're Looking For

• Previous experience in a customer service, service desk, helpdesk or other customer-facing role.
• A passion for technology and a willingness to learn.
• Strong communication skills, both written and verbal.
• Good problem-solving and organisational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• A positive, team-focused approach to work.
• Experience using Microsoft Office applications.

What we offer

• AXA Health Insurance and Dental Plan Options - available for you and your family through a salary sacrifice scheme
• Rising holiday allowance at Year 2 and Year 5
• Birthday day off
• Employee Referral Bonus - help us grow our team and get rewarded for introducing great talent.
• Employee discounts and wellness perks
• Modern offices with breakout spaces, free tea and coffee, and a private wellness room
• Development opportunities with clear career progression and training

We Are Ingram Micro Group

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Through Ingram Micro Xvantage our AI-powered digital platform, we offer what we believe to be the industry’s first business-to-consumer-like experience. We also provide a broad range of technology services, including financing, specialised marketing, and lifecycle management, as well as technical pre- and post-sales professional support.

Learn more at www.ingrammicro.com.

None of this is achievable without great people, with a complete customer focus.

Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer a competitive base, commission, market leading incentives programme and clear career development. You will receive full training on the products you will be specialising in, and you will have access to a world leading catalogue of technology-based learning.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

Learn more at http://careers.ingrammicro.com

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let’s shape tomorrow.