First-Line IT Support Specialist

365 Retail Markets; Epsom; On-site; GBP 23,000 - 32,000; Full time

Job summary

365 Retail Markets is seeking a proactive 1st Line Helpdesk professional to provide timely technical assistance for SB Software products. You will diagnose common issues, offer clear guidance, and escalate complex cases to 2nd line when needed, ensuring high-quality service.

You will work closely with customers and internal teams to understand problems, document steps, and deliver consistent support that upholds our standards of responsiveness and professionalism.

Qualifications

• Experience in a 1st Line Helpdesk, Service Desk, or similar customer-facing technical role.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical information clearly to non-technical users.
• Professional customer service approach.
• Ability to manage multiple requests and prioritize.
• Familiarity with ticketing, CRM, or helpdesk systems.
• Good working knowledge of Windows and common business apps.
• Ability to work both independently and in a team.
• Strong attention to detail and record keeping.

Responsibilities

• Be the first point of contact for customers with technical issues or requests.
• Respond to support requests via email, phone, ticketing systems, or other channels.
• Log, categorize, prioritize, and manage incidents per procedures and SLAs.
• Troubleshoot hardware, software, connectivity, account, and application issues.
• Ask diagnostic questions to understand issues and determine resolutions.
• Provide clear, technical guidance to customers.
• Resolve 1st Line incidents; escalate complex issues as needed.
• Maintain ownership of tickets through to resolution with updates.
• Document troubleshooting steps and resolutions in the system.
• Identify recurring issues and communicate trends to senior teams.
• Contribute to internal knowledge bases and guides.
• Follow security policies and data protection rules.
• Collaborate with teams across support, development, and implementation.
• Participate in training and continuous improvement initiatives.
• Maintain strong product knowledge as products evolve.
• Provide a professional and positive customer experience.

Skills

1st Line Support

Troubleshooting

Communication skills

Ticketing systems

Windows knowledge

Customer service

Education

CompTIA A+

ITIL Foundation

Microsoft certifications

Tools

Ticketing systems

CRM

Remote support tools

Microsoft 365

Job description

365 Retail Markets is seeking a proactive 1st Line Helpdesk professional to provide timely technical assistance for SB Software products. You will diagnose common issues, offer clear guidance, and escalate complex cases to 2nd line when needed, ensuring high-quality service.

You will work closely with customers and internal teams to understand problems, document steps, and deliver consistent support that upholds our standards of responsiveness and professionalism.