1st Line Support Technician

Jago Consultants; Burgess Hill; On-site; GBP 25,000 - 30,000; Full time

Job summary

A tech consulting firm in Burgess Hill is seeking a dedicated 1st Line Support Technician to join their service operations team. The role involves providing remote support to clients, managing tickets efficiently, and exceeding customer satisfaction expectations. Ideal candidates will have a passion for technology, experience in a Service Desk environment, and strong incident management skills. Join us to build your IT career in a fast-paced environment with opportunities for growth.

Qualifications

• Passion for technology and a desire to build a career in IT managed services.
• Previous experience within a Service Desk environment delivering remote support to corporate clients.
• Good Incident / Request management and ticket handling skills.

Responsibilities

• Providing support from the remote service desk.
• Handling inbound calls, logging new tickets or updating existing tickets.
• Completing first-time fixes where possible.

Skills

Passion for technology

Remote support experience

Incident management

Ticket handling

Knowledge base contribution

Tools

Service management platform

Job description

Job Description

Job Description

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

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

Key Responsibilities

• Providing support from the remote service desk.
• Handling Inbound calls, logging new tickets or updating existing tickets as appropriate.
• Completing first-time fixes where possible.
• Taking ownership of incidents, requests and problems and progressing to closure or escalating as required.
• Ensuring all modes of customer contact are responded to – telephone calls, emails and customer portal.
• Providing a good level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction.
• Using agreed scripts and processes, applying customer knowledge base articles where appropriate to apply high standard delivery if triage and trouble-shooting
• Closing a targeted number of tickets every day
• Recording and maintaining knowledge base articles

Requirements / Qualifications

The successful candidate will need to demonstrate.

• A passion for technology and a desire to build a career in IT managed services.
• Previous experience within a Service Desk environment delivering remote support to corporate clients
• Experience with using a service management platform
• Good Incident / Request management and ticket handling skills
• Experience of working to SLA’s and KPI measures
• Experience of using / contributing to a Knowledge base
• Understanding of ITIL is beneficial
• Commitment to personal and professional development

This role would suit: 1st Line support, Desktop support, Support Analyst, IT analyst, IT technician