First Line IT Support Technician – Customer-Focused

Pret A Manger; Manchester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Gold Card

Annual leave

Private medical

Pension

Life assurance

Job summary

Pret A Manger is seeking a 1st Line IT Support Technician for its Manchester office to deliver IT assistance across end users and key operational systems. The role involves ticket management, password resets, device provisioning, and contributing to a proactive desktop services team within a 24/7 shift pattern.

You will work with the Desktop Services team, handle incidents, and help maintain documentation while delivering strong customer service in a fast-paced hospitality environment.

Qualifications

• Strong enthusiasm for IT and a desire to build a career in IT support.
• Quick learner with the ability to retain technical information.
• Self-motivated and proactive in addressing IT challenges.
• Excellent attention to detail.
• Strong analytical and troubleshooting skills.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Excellent customer service skills with a problem-solving approach.
• Experience working in a collaborative, team-based environment.
• Strong communications skills with the ability to explain IT issues clearly.
• Friendly and approachable attitude, even under pressure.

Responsibilities

• Manage and prioritise IT tickets, ensuring they are assigned to the appropriate teams efficiently.
• Keep users informed on the status of their IT requests and provide timely updates.
• Respond to SOC Alerts and verify the incident-related information.
• Update Antivirus, isolate assets, verification of user action.
• Diagnose and resolve IT issues, including password resets, system reboots, and access permissions.
• Serve as the first contact for IT support through phone, email, and chat, ensuring all issues are logged correctly.
• Escalate complex or unresolved issues to senior team members in line with SLA requirements.
• Support the setup and configuration of IT hardware, including mobile phones, tablets, laptops, and desktops.
• Carry out IT administration tasks across core business systems.
• Maintain and update knowledge base documentation to enhance internal processes.
• Monitor and track IT Service Desk activity to ensure queries are being addressed, followed up, and escalated where needed.
• Install, configure, and troubleshoot software applications as required.
• Being part of a shift-based system to help cover our global teams

Skills

IT support enthusiasm

Troubleshooting

Customer service

Team collaboration

Tools

POS systems

Job description

Pret A Manger is seeking a 1st Line IT Support Technician for its Manchester office to deliver IT assistance across end users and key operational systems. The role involves ticket management, password resets, device provisioning, and contributing to a proactive desktop services team within a 24/7 shift pattern.

You will work with the Desktop Services team, handle incidents, and help maintain documentation while delivering strong customer service in a fast-paced hospitality environment.