Helpdesk Hero: 1st Line IT Support

Pret A Manger; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Gold Card

Hybrid working

Private medical cover

Pension matched

Job summary

Pret A Manger is seeking a 1st Line Support Technician in London to provide IT support and administration across end users and key operating systems. You will assist with password resets, account creation, file permissions, and device imaging, while supporting the Desktop Services team with mobile devices.

POS experience is advantageous. You’ll join a fast-paced team, with 24x7 style shifts and hybrid work expectations.

Qualifications

• Experience providing IT support and handling service requests.
• Experience with POS systems is advantageous.
• Strong communication and customer service skills.

Responsibilities

• Manage and prioritise IT tickets, ensuring they’re assigned to the right teams.
• Keep users informed on the status of their IT requests.
• Respond to SOC alerts and verify related information.
• Update antivirus, isolate assets and verify user action.
• Diagnose and resolve IT issues including password resets and access permissions.
• Serve as the first contact for IT support via phone, email and chat.
• Escalate complex issues to senior team members per SLA requirements.
• Support setup and configuration of IT hardware (mobile, laptops, desktops).
• Carry out IT administration tasks across core business systems.
• Maintain and update knowledge base documentation.
• Monitor IT Service Desk activity and ensure queries are addressed and escalated when needed.
• Install, configure and troubleshoot software applications.
• Demonstrate enthusiasm for IT and a career in IT support.
• Prioritise and manage multiple tasks in a fast-paced environment.
• Provide excellent customer service with a problem-solving approach.
• Collaborate effectively in a team-based environment.
• Explain IT issues clearly to non-technical users.
• Be friendly and approachable, even under pressure.

Skills

IT support

Customer service

Communication

Troubleshooting

Tools

POS systems

Job description

Pret A Manger is seeking a 1st Line Support Technician in London to provide IT support and administration across end users and key operating systems. You will assist with password resets, account creation, file permissions, and device imaging, while supporting the Desktop Services team with mobile devices.

POS experience is advantageous. You’ll join a fast-paced team, with 24x7 style shifts and hybrid work expectations.