Senior 1st Line Support Specialist

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

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.