DV-Cleared 1st Line IT Service Desk Call Handler

Salt; Greater London; On-site; GBP 21,000 - 28,000; Full time

Job summary

Salt is recruiting for a 1st Line Service Desk Call Handler to join a high-profile government environment in Westminster. This role is fully office-based and requires current DV clearance.

You will act as the initial point of contact for IT users, capturing, assessing and progressing enquiries while keeping users informed. The role suits someone with IT service desk or technical call handling experience, available to start at short notice.

Qualifications

• Experience in an IT service desk or call handling role.
• Customer-focused approach and clear communication.
• Familiarity with desktop applications, user access, peripherals and connectivity.

Responsibilities

• Answer incoming service desk calls professionally and establish the nature of each user's issue or request
• Log incidents and service requests accurately, capturing relevant information and troubleshooting already completed
• Assess and categorise enquiries in line with agreed procedures, considering their impact and urgency
• Provide basic first-line troubleshooting and guidance within your knowledge, access permissions and agreed remit
• Resolve straightforward enquiries using documented guidance and approved support processes
• Escalate more complex issues to the appropriate technical team, providing clear notes to support further investigation
• Keep users informed of progress, next steps and any updates available
• Maintain accurate records of actions taken, resolutions and outstanding work
• Follow identity verification, information security and confidentiality procedures
• Support effective shift handovers and share useful information with service desk colleagues

Skills

IT service desk

Customer service

Technical support

Incident logging

Clear communication

DV clearance

Job description

Salt is recruiting for a 1st Line Service Desk Call Handler to join a high-profile government environment in Westminster. This role is fully office-based and requires current DV clearance.

You will act as the initial point of contact for IT users, capturing, assessing and progressing enquiries while keeping users informed. The role suits someone with IT service desk or technical call handling experience, available to start at short notice.