1st Line Support Technician

TN United Kingdom; Burgess Hill; On-site; GBP 25,000 - 35,000; Full time

Job summary

A forward-thinking company is seeking dedicated 1st Line Support Technicians to join their service operations team in Burgess Hill. In this role, you will provide essential software, hardware, and network support to multiple customers, ensuring high-quality service and customer satisfaction. Ideal candidates will have a passion for technology, experience in a Service Desk environment, and a commitment to personal growth. This is an exciting opportunity to develop your career in IT managed services while working in a dynamic and supportive environment.

Qualifications

• Experience in a Service Desk environment providing remote support.
• Strong incident/request management and ticket handling skills.

Responsibilities

• Providing support via the remote service desk.
• Handling inbound calls, logging new tickets, and updating existing ones.
• Meeting or exceeding contractual SLAs and KPIs.

Skills

Remote Support

Incident Management

Customer Service

Ticket Handling

ITIL Knowledge

Tools

Service Management Platforms

Job description

Job Description

We are looking for 1st Line Support Technicians to join a dedicated team in Burgess Hill, Sussex.

You will be part of a service operations team as a Service Desk Analyst, providing software, hardware, and network support to multiple customers within the End User Computing Team.

Key Responsibilities

• Providing support via the remote service desk.
• Handling inbound calls, logging new tickets, or updating existing ones.
• Completing first-time fixes where possible.
• Taking ownership of incidents, requests, and problems, progressing them to closure or escalating as needed.
• Responding to all customer contact modes – telephone, email, and customer portal.
• Meeting or exceeding contractual SLAs, KPIs, and Customer Satisfaction targets.
• Applying customer knowledge base articles and scripts to ensure high-quality troubleshooting and support.
• Closing a targeted number of tickets daily.
• Recording and maintaining knowledge base articles.

Candidate Requirements

The ideal candidate will demonstrate:

• A passion for technology and a desire to develop a career in IT managed services.
• Previous experience in a Service Desk environment providing remote support to corporate clients.
• Experience with service management platforms.
• Strong incident/request management and ticket handling skills.
• Experience working to SLAs and KPIs.
• Contributing to and utilizing a knowledge base.
• Understanding of ITIL (beneficial).
• Commitment to personal and professional growth.

This role is suitable for candidates with experience in 1st Line support, Desktop support, Support Analyst, IT Analyst, or IT Technician roles.