1st Line Support Technician

Jago Consultants; Burgess Hill; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company is seeking 1st Line Support Technicians in Burgess Hill to join their service operations team. The role involves providing comprehensive support for software, hardware, and network issues to multiple clients and requires a passion for IT and good customer service skills. Candidates should ideally have experience in a service desk environment and demonstrate a commitment to professional development.

Qualifications

• Previous experience delivering remote support to corporate clients.
• Experience with service management platforms and SLA compliance.
• Understanding of ITIL is beneficial.

Responsibilities

• Providing support from the remote service desk.
• Handling inbound calls, logging tickets.
• Closing a targeted number of tickets daily while ensuring customer satisfaction.

Skills

Incident Management

Request Management

Customer Service

IT Support

Knowledge Base Management

Job description

1st Line Support Technician, Burgess Hill

Client:

Location:

Burgess Hill, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

839ff3c1065b

Job Views:

51

Posted:

22.06.2025

Expiry Date:

06.08.2025

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

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

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Created on 22/06/2025 by TN United Kingdom