Glasgow-Based 1st Line IT Support Engineer

Armstrong Talent Partners; Glasgow; On-site; GBP 24,000 - 30,000; Full time

Job summary

Armstrong Talent Partners is seeking a First Line IT Support Analyst in Glasgow. You will be the first point of contact for incidents and service requests, providing 1st line IT support and BAU assistance to the business.

You will assess issue complexity and escalate where needed, contributing to knowledge base development and documentation in the ITSM tool. The role emphasizes rapid response, collaboration with resolver teams, and maintaining assets and service desk quality.

Qualifications

• Experience in first line IT support or service desk.
• Experience with Windows desktop and printer hardware.
• Experience with Windows Server and Active Directory administration.

Responsibilities

• React quickly to service desk incidents and requests submitted via the Self Service Portal.
• Respond to hardware support requests for PCs, laptops, mobile devices and printers.
• Handle access, application, hardware requests via the Self Service Portal.
• Create knowledge base articles to reduce calls by empowering colleagues.
• Collaborate with other IT teams to enable new services.
• Document ticket notes clearly in the ITSM tool.
• Identify CSIP items to improve Service Desk operations.
• Maintain the Asset Database at all times.
• Support Major Incident Management for P1/P2 incidents.

Skills

IP Networking

Desktop Hardware

Windows 7/10

Windows Server

Active Directory

MDM InTune

Office 365 Admin

Remote Support

Avaya IP Phones

Job description

Armstrong Talent Partners is seeking a First Line IT Support Analyst in Glasgow. You will be the first point of contact for incidents and service requests, providing 1st line IT support and BAU assistance to the business.

You will assess issue complexity and escalate where needed, contributing to knowledge base development and documentation in the ITSM tool. The role emphasizes rapid response, collaboration with resolver teams, and maintaining assets and service desk quality.