FIRST LINE IT SUPPORT

Key Recruitment Limited; Waterlooville; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Pension scheme

Private healthcare

Hybrid working

Training and professional development

Generous annual leave

Employee Assistance Programme

On-site parking

Job summary

Key Recruitment Limited is seeking a First Line IT Support analyst in Waterlooville on a permanent, full-time hybrid basis. The role pays £28,000 annually and involves resolving incidents from initial contact through to resolution or escalation.

You will act as the first point of contact, log and triage requests, maintain records, and escalate complex issues to senior teams while ensuring SLAs and security policies are followed.

Qualifications

• Experience in a First Line Service Desk or MSP environment.
• Strong knowledge of Microsoft 365 administration and troubleshooting.
• Experience using IT ticketing or service management systems.
• Excellent communication and problem-solving abilities.
• Ability to prioritise work and meet SLAs.

Responsibilities

• Be the first point of contact for IT support and provide professional assistance.
• Log, prioritise, troubleshoot and resolve first-line incidents and requests.
• Keep records accurate in the IT service system and update users.
• Escalate complex issues with clear handover to senior teams.
• Assist with user account administration (joiners, movers, leavers).
• Adhere to service levels and security policies; follow procedures.
• Support knowledge sharing and contribution to team improvements.
• Uphold information security requirements and protect data.

Skills

First Line Support

Microsoft 365

Ticketing systems

Communication skills

Prioritisation

Job description

First Line IT Support

Waterlooville

Permanent | Full Time | Hybrid

£28,000

Role Overview

Provide first-line technical support to users by resolving IT incidents and service requests, delivering excellent customer service, and ensuring issues are managed efficiently from initial contact through to resolution or escalation.

Key Responsibilities

• Act as the first point of contact for IT support, providing professional and customer-focused assistance.
• Log, prioritise, troubleshoot and resolve first-line incidents and service requests.
• Maintain accurate records within the IT service management system and keep users informed throughout the support process.
• Escalate complex issues to senior technical teams with clear and complete handover information.
• Support user account administration, including joiners, movers and leavers.
• Work within agreed service levels, following established procedures and security policies.
• Contribute to service improvements, documentation and knowledge sharing within the team.
• Maintain awareness of information security requirements and protect organisational and customer data.

Skills & Experience

Essential

• Previous experience in a First Line Service Desk, Helpdesk or MSP environment.
• Good knowledge of Microsoft 365 administration and troubleshooting.
• Experience using IT ticketing or service management systems.
• Strong communication, customer service and problem-solving skills.
• Ability to prioritise workload, follow processes and work to SLAs.

Desirable

• ITIL knowledge or certification.
• Experience working within ISO or other structured service management environments.

Personal Attributes

• Customer-focused, professional and dependable.
• Calm under pressure with a methodical approach to problem solving.
• Strong organisational skills and attention to detail.
• Able to work independently while contributing effectively to a collaborative team.
• Takes ownership of work and recognises when escalation is required.

Benefits

• Pension scheme and life assurance.
• Private healthcare.
• Hybrid working.
• Training and professional development.
• Generous annual leave.
• Employee Assistance Programme.
• On-site parking and employee wellbeing initiatives.