First-Line IT Support Specialist

GSF Car Parts Limited; Wolverhampton; On-site; GBP 21,000 - 30,000; Full time

Job summary

GSF Car Parts Limited in Wolverhampton is seeking a 1st Line Service Desk Analyst to be the entry point for IT support, delivering courteous help to internal and external users and resolving basic technical queries. You will log incidents, assist with password resets, printer issues, and software access, and escalate more complex problems to 2nd line.

A proactive, detail-oriented mindset and strong communication are essential.

Qualifications

• Prior experience in customer service or IT helpdesk.
• Basic knowledge of IT systems and networking.
• Good written and verbal communication.
• Familiarity with ITIL or ticketing tools is a plus.
• Patient and team-oriented mindset.

Responsibilities

• Respond to support requests via phone, email, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate complex issues to 2nd line support.
• Document incidents clearly in the ticketing system.
• Assist users with step-by-step guidance.
• Follow SLAs and company IT policies.
• Maintain knowledge base and support docs.

Skills

Customer service

IT support

Windows/macOS

Strong communication

Ticketing systems

Multitasking

Education

CompTIA A+ or equivalent

Microsoft Fundamentals

Tools

ServiceNow

Zendesk

Active Directory

Office 365

Job description

GSF Car Parts Limited in Wolverhampton is seeking a 1st Line Service Desk Analyst to be the entry point for IT support, delivering courteous help to internal and external users and resolving basic technical queries. You will log incidents, assist with password resets, printer issues, and software access, and escalate more complex problems to 2nd line.

A proactive, detail-oriented mindset and strong communication are essential.