Senior 1st Line Support

Soletanche Freyssinet; Risley; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Company Pension Scheme

Private Medical Scheme

Employee share scheme

25 days holiday

Job summary

Soletanche Freyssinet is seeking a Senior 1st Line Support to join the Service Desk team in the UK. The role focuses on hands-on 1st line handling of tickets from calls, emails, and the ITSM system, with escalation to 2nd line when needed.

You will mentor junior staff, document resolutions, and work to achieve a high first-time fix rate while leveraging AI tools to improve knowledge creation and efficiency.

Qualifications

• 2+ years in a Service Desk or IT support role with ticket management in an ITSM tool.
• Strong, methodical troubleshooting and investigation skills with proactive ticket ownership.

Responsibilities

• Provide 1st line support for SFIT users across the UK, managing tickets from calls, emails and ITSM system.
• Mentor and develop 1st Line Support agents through coaching and feedback.
• Aim for 1st line resolution of 95% of eligible tickets.
• Document tickets with clear troubleshooting notes and accurate categorisation.

Skills

Ticket triage

Customer service

Mentoring

Problem solving

Education

GCSE English/Math/Science

ITIL Foundation

Tools

Microsoft 365

ITSM tools (e.g., ServiceNow)

Job description

Purpose of the Role:

The Senior 1st Line Support is a hands‑on member of the Service Desk team, providing 1st line support to users across the UK platform and handling tickets from calls, emails, and the ITSM system alongside the 1st Line Support agents.

Key Responsibilities:

• Provide 1st line support for all SFIT users in the UK platform, managing tickets from calls, emails, and the ITSM system in line with business KPIs.
• Approach tickets proactively and analytically, thinking issues through and applying structured investigation and diagnostics to maximise resolution at 1st line.
• Act as the first technical escalation point for 1st Line Support agents, working tickets alongside them before any escalation to 2nd Line Support.
• Review tickets proposed for escalation to 2nd Line Support to ensure all appropriate 1st line troubleshooting has been completed and documented.
• Mentor and develop 1st Line Support agents through day‑to‑day coaching, shoulder‑to‑shoulder troubleshooting, and constructive feedback on ticket quality.
• Champion first‑time fix and support the Service Desk goal of resolving 95% of eligible tickets at 1st line.
• Work closely with the Service Desk Administrator on escalation handling, backlog reduction, and customer feedback follow‑up.
• Ensure tickets are documented to a high standard, with clear troubleshooting notes, accurate categorisation, and timely updates to users.
• Create, maintain, and quality‑review knowledge articles to support 1st line resolution and consistent working practices.
• Identify opportunities to script, automate, or improve repetitive day‑to‑day tasks and requests, engaging with relevant teams to implement solutions that close tickets faster and to a higher quality.
• Make effective and appropriate use of available tools, including AI assistants, to support investigation, resolution, and knowledge creation, and promote the same proactive, innovative mindset within the 1st Line team.
• Provide cover for 1st Line Support agents during leave, sickness, and site visits, helping maintain HQ desk coverage.
• Act as a point of technical guidance at HQ when 2nd Line Support are unavailable or based off‑site.
• Support the onboarding, training, and development of apprentices and new starters within the Service Desk.
• Support major incident response through call handling, triage, and communication when required.
• Build and supply hardware as required.
• Contribute to and lead projects within the operations teams.
• Promote a high standard of customer service and professional communication across

Experience:

Essential:

• Minimum of 2 years’ experience working within a Service Desk or IT support environment, managing tickets within an ITSM tool.
• Strong, methodical troubleshooting and investigation skills, with a proactive approach to ticket ownership, follow‑up, and resolution.
• Excellent customer‑facing and interpersonal skills, with the patience and willingness to coach and develop junior colleagues.

Desirable:

• Experience mentoring, buddying, or supporting the development of junior staff or apprentices.
• Experience supporting a Microsoft 365 environment (e.g. Entra ID, Intune, Teams, SharePoint).
• Experience creating or maintaining knowledge base articles and support documentation.
• Experience with scripting or automation (e.g. PowerShell, Power Automate) or using AI tools to support ticket resolution.

Qualifications:

Essential:

• GCSE passes in English, Mathematics, and a science, with strong literacy and numeracy skills.
• Competent in the use of Microsoft operating systems, Microsoft 365, and Service Desk / ITSM tools.

Desirable:

• ITIL Foundation certification.
• Technical certifications (e.g. CompTIA A+, Network+, Microsoft fundamentals) or NVQ qualifications in a computing subject, or equivalent.
• Company Pension Scheme
• Private Medical Scheme
• Employee share scheme
• 25 days holiday (increasing to 26 days after 5 years’ service and increasing by 1 day each year up to 9 years service finishing on 30 days annual leave
• Option to buy, sell and carry over annual leave
• Personal Development & Further Education Support
• Long Service & Recognition Awards
• Free Employee Assistance Programme
• 18 Weeks Full Maternity Pay* (+21w SMP)
• Paternity leave
• After 1 year of service.