IT Help Desk Support - 1st Line - 19169

Manpower UK; Warblington; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Company pension scheme after 3 months

Annual leave entitlement

Training and career development

Hybrid working opportunities

Job summary

Manpower UK is seeking a Junior to Intermediate IT Help Desk professional in Havant for a 1st line support contract role. You will be the first point of contact for users via phone, email, chat and ticketing tools, logging and resolving issues under SLAs.

You will grow your technical knowledge through company training, collaborate with desks and teams, and contribute to improving customer satisfaction and ticket quality while supporting Microsoft 365, desktops, laptops, and mobile devices.

Qualifications

• Excellent verbal communication and the ability to build strong relationships with customers.
• Proven customer service focus with a proactive problem-solving approach.
• Comfortable using MS Office suite and basic IT tools.
• Good attention to detail and accurate ticket logging and documentation.

Responsibilities

• Serve as first point of contact for IT support requests via phone, email, chat and ticketing systems.
• Log, categorize, prioritize and manage tickets per SLAs.
• Troubleshoot first-line issues and escalate to Desktop/Infrastructure as needed.
• Complete training and stay up to date with company technologies.

Skills

Verbal communication

Customer service

Problem solving

Attention to detail

Teamwork

Tools

MS Office

Windows 11

iPhone

Job description

This IT Help Desk Support - 1st Line - 19169 position in Havant is a contract role with Manpower UK, paying £26,000 to £29,250 annually plus flexible benefits, pension, holidays and sick pay.

Working afternoon shifts, the successful candidate serves as first point of contact for all technical support requests received by phone, email, chat and ticketing systems.

Duties include logging, categorising, prioritising and managing tickets against Service Level Agreements, troubleshooting first-line issues through the incident management application, and escalating calls to Desktop or Infrastructure teams when required.

Company training is provided to build expertise.

Applicants should demonstrate strong customer service, clear communication, problem-solving ability and familiarity with help desk tools.

Technical Support Help Desk - 1st line support.

Afternoon shift at Havant, Hampshire, UK.

Join a supportive Service Desk team where you''ll be the first point of contact, helping customers get back up and running quickly. You'll resolve tickets efficiently, use trusted knowledge resources, and work alongside colleagues to deepen your technical expertise over time.

Act as the first point of contact for all IT support requests via phone, email, chat and ticketing systems.

Log, categorise, prioritise, and manage support tickets in accordance with Service Level Agreements (SLAs).

Troubleshoot and resolve first-line technical issues using the company's incident management application.

Escalate calls to the Desktop Team and/or Infrastructure Team when needed.

Complete company-provided training to be fully equipped for the role.

Keep up to date with the latest technologies used by the business.

Contribute to continuous improvement by developing your technical knowledge and problem-solving skills.

Basic Qualifications

What you''ll bring:

• Exceptional verbal communication skills and the ability to build strong relationships with customers
• Excellent people skills and a genuine desire to create positive customer experiences
• Strong problem-solving ability, with a proactive approach to resolving issues
• Solid customer service mindset, supported by consistently good outcomes through quality control and customer satisfaction feedback

Desired Skills

• Comfortable working with MS Office products
• Working knowledge of Windows 11 and Iphones

Personal Attributes

• Friendly and approachable. Patient and professional when supporting users.
• Highly organised with excellent attention to detail. Able to work independently and as part of a team.
• Proactive with a willingness to learn new technologies.
• Flexible and adaptable in a fast-paced environment.

Performance Measures

• First-time fix rate.
• Ticket resolution times.
• Customer satisfaction scores.
• SLA compliance.
• Accuracy of ticket documentation and updates.

Benefits

• Competitive salary.
• Company pension scheme after three months.
• Annual leave entitlement.
• Training and career development opportunities.
• Hybrid working opportunities (where applicable).

Salary Guide (UK)

Typicaly £26,000 - £29,000 per annum, depending on experience, location, technical capability, and certifications.

This specification is suitable for a junior to intermediate First Line Support professional supporting users across Microsoft 365, desktop, laptop, mobile, and network environments.