1st Line IT Service Desk Technician

ZipRecruiter; St. Neots; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in holistic wellbeing is seeking a 1st Line Service Desk Technician to provide first-line IT support across Europe. The role involves managing incidents, supporting colleagues, and ensuring excellent service delivery. Join a dynamic team dedicated to wellbeing and customer satisfaction.

Benefits

Flexible in-house training programs

Employee Assistance Program

Exclusive Discounts

Pension Scheme

Holiday Flexibility

Gym Membership Savings

Health and Wellness plans

Life Assurance

Qualifications

• Experience in IT Service Desk roles, including Triage or 1st Line support.
• Excellent communication skills, both written and face-to-face.

Responsibilities

• Provide first-line support for IT-related incidents and service requests.
• Manage IT equipment issued or loaned to colleagues.
• Participate in an on-call rota outside normal business hours.

Skills

Customer Focus

Communication

Problem Solving

Tools

Jira

Active Directory

Windows 10/11

Office 365

Job description

Job Description

Established over 30 years ago at Lifeplus, our mission is to be the world leader in holistic wellbeing by helping millions of people unlock their wellness potential.

We manufacture and distribute high-quality nutritional supplements directly to customers worldwide. We are proud of our enthusiastic team of customers and colleagues dedicated to creating a legacy of wellbeing.

At Lifeplus, we celebrate and embrace diversity, believing that our success stems from creating a caring and fun community.

Job Purpose:

The IT Service Desk is the central point of contact for all IT-related incidents and service requests. As a 1st Line Service Desk Technician, you will provide first-line support for colleagues across the European business.

You will be responsible for logging and responding to incidents and service requests, resolving support issues, and ensuring service levels and targets are met while delivering excellent customer service. The service desk team operates in a dynamic, fast-paced environment providing IT support via phone, email, in person (for walk-in customers), and self-service knowledge base articles.

The role includes but is not limited to:

• Recording incidents and service requests in the central ticketing system (Jira).
• Tracking and managing assigned tickets, escalating to 2nd Line Technician when necessary.
• Providing 1st line support for deskside/remote colleagues and site visitors using a range of business-critical software.
• Supporting colleagues with hardware including printers, scanners, and peripherals.
• Identifying and contributing to improvements through publishing Knowledge Base articles.
• Delivering inductions and basic training on IT facilities and services.
• Managing IT equipment issued or loaned to colleagues, including imaging and configuration.
• Managing Active Directory, Exchange/365, Windows 10/11, and Office 365.
• Participating in an on-call rota outside normal business hours.

Candidate Profile:

• Basic understanding of legacy and current IT operating systems.
• Experience in IT Service Desk roles, including Triage or 1st Line support.
• Familiarity with ITSM ticketing systems, SLAs, telephone support queues, and ticket handling.
• Supporting both deskside and remote users.
• Network cabling and troubleshooting skills.
• A proactive individual with a 'can-do' attitude who is willing to go the extra mile.
• Strong customer and team focus.
• Well-organized and capable of working under pressure.
• Excellent communication skills, both written and face-to-face.
• A team player who can also work independently.

The values you’ll stand by:

• Sharing knowledge generously.
• Acting with integrity, listening first, then speaking.
• Embracing change and being brave—learning from mistakes.
• Prioritizing quality and excellence in your work.

What we offer you:

• Learning Hub: Flexible in-house training programs tailored to your professional growth.
• Employee Assistance Program (EAP): Support for mental wellbeing.
• Exclusive Discounts: Savings at leading brands and on Lifeplus products.
• Mental Health First Aiders: Support from trained colleagues.
• Pension Scheme: Up to 6% contributions for your future.
• Holiday Flexibility: Buy or sell holiday days.
• Gym Membership Savings: Discounts to stay active.
• Health and Wellness: Contributory hospital and health cash plans.
• Cycle2Work Scheme: Promote health and sustainability.
• Eye Care Vouchers: Support your vision health.
• Life Assurance: Peace of mind with comprehensive coverage.

Additional offerings:

• Complimentary tea and coffee.
• Fresh fruit in breakout spaces.
• Access to Lifeplus products for personal wellness.
• Annual social events to foster community.

Hours and Days:

Monday to Friday, 37.5 hours/week across 4 shift patterns:

• A – 0645 to 1500
• B – 0800 to 1615
• C – 0900 to 1715
• D – 0945 to 1800

Location:

• Lifeplus House, Little End Road, St Neots, PE19 8JH

The responsibilities and attributes listed are indicative, not exhaustive, and designed to allow flexibility in how we work and develop roles. This document is subject to change as the role evolves.

• Please note: The successful applicant will be required to undertake a criminal record check.
• Please inform us in advance of any special requirements for interview attendance.