Service Desk 1st Line Technician

Appello Careline Limited.; New Milton; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

161 hours holiday rising to 175 hours

Discounts on groceries and holidays

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme, up to 4% matched

Free on-site parking

Job summary

Appello is seeking a Service Desk 1st Line Technician to be the friendly first point of contact for digital support. You’ll log, triage and manage support cases, provide first‑line troubleshooting and guide customers through solutions with calm, clear communication.

This office-based role in New Milton, Hampshire involves 35 hours per week, Monday to Friday, with a 9am–5pm window and a 1-hour lunch; starts 28 September 2026. Pre-employment screening applies.

Qualifications

• Experience in a busy, customer-facing role.
• Experience carrying out general administrative tasks.
• Ability to diagnose and troubleshoot basic technical issues.
• Strong problem-solving and communication skills.
• Confidence providing step-by-step technical guidance to non-technical users.
• Comfortable using Microsoft applications such as Word, Excel and Outlook.

Responsibilities

• Acting as the first point of contact for digital support queries.
• Logging, managing and progressing support tickets in line with agreed SLAs.
• Providing first‑line technical support and initial fault diagnosis.
• Asking targeted questions to quickly identify root causes of issues.
• Talking customers through solutions via phone, email or chat.
• Escalating unresolved issues to internal teams or third‑party providers.
• Monitoring system and platform performance and raising concerns where needed.
• Carrying out routine system checks and logging issues as required.
• Maintaining accurate documentation, notes and support processes.
• Managing multiple cases at once while maintaining service quality.
• Participating in an out‑of‑hours on‑call rota.

Skills

Customer service

Troubleshooting

Microsoft Word

Microsoft Excel

Outlook

Communication skills

Job description

Service Desk 1st Line Technician

Love solving problems and helping people? Join us as a Service Desk 1st Line Technician - the friendly first point of contact for all things tech!

You’ll be the voice (and brain) behind quick, accurate case logging, speedy triage, and keeping customers in the loop every step of the way. From answering queries to coordinating rapid responses, you’ll make sure every interaction feels effortless and professional. If you’re organised, tech-savvy, and thrive on delivering top-notch customer service, this role is your chance to shine.

Hours: 35hours per week

Shift pattern: Monday - Friday, working 7-hour shifts between 9am - 5pm with 1 hour unpaid lunch

Salary: £25,500 per annum

Location: Office-based, New Milton, Hampshire

This role is a UK based role and any hybrid/remote work must also be within the UK.

Start Date: 28th September 2026

Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

Appello Perks

• 161 hours holiday rising to 175 hours with length of service, plus bank holidays

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more

• 24/7 employee assistance programme with an easily accessible app!

• Family and friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Free on-site parking

About You

You’ll be someone who takes pride in delivering great customer service and enjoys solving problems. You don’t need to know everything on day one — what matters most is your attitude, curiosity and willingness to learn.

You’ll bring:

• A positive, can‑do attitude and a genuine interest in helping people

• Strong communication skills, especially when speaking with customers

• An empathetic and professional approach, even in pressured situations

• A sense of ownership and pride in the quality of your work

• Confidence explaining technical issues in simple, clear language

• Good organisation skills and the ability to juggle multiple tasks

• Initiative when troubleshooting and solving problems

• A flexible approach and openness to learning new skills

THE ROLE

We’re looking for a customer‑focused Service Desk Technician (1st Line) to join our Service Desk team. This role is the first point of contact for digital support queries received via phone, email and online forms, playing a vital part in ensuring customers receive prompt, accurate and empathetic support.

You’ll log, triage and manage support cases through our case management system, resolve issues where possible and escape more complex problems to the appropriate teams. Alongside technical troubleshooting, you’ll build strong relationships with customers, keep them informed of progress and help maintain high service standards across the business.

This is an ideal role if you enjoy problem‑solving, working with technology and helping people in a fast‑paced, service‑driven environment.

As a 1st Line Service Desk Technician, you’ll be responsible for:

• Acting as the first point of contact for digital support queries

• Logging, managing and progressing support tickets in line with agreed SLAs

• Providing first‑line technical support and initial fault diagnosis

• Asking targeted questions to quickly identify root causes of issues

• Talking customers through solutions via phone, email or chat

• Escalating unresolved issues to internal teams or third‑party providers

• Monitoring system and platform performance and raising concerns where needed

• Carrying out routine system checks and logging issues as required

• Maintaining accurate documentation, notes and support processes

• Managing multiple cases at once while maintaining service quality

• Participating in an out‑of‑hours on‑call rota

WHO WE ARE LOOKING FOR

Essential

• Experience in a busy, customer‑facing role

• Experience carrying out general administrative tasks

• Ability to diagnose and troubleshoot basic technical issues

• Strong problem‑solving and communication skills

• Confidence providing step‑by‑step technical guidance to non‑technical users

• Comfortable using Microsoft applications such as Word, Excel and Outlook

Desirable

• Experience in a 1st Line IT / ICT support role

• Awareness of the Telecare industry or related environments

• Knowledge of telecare systems, standards or processes

• Experience with cloud telephony

• Ability to produce clear, concise technical documentation

OUR RECRUITMENT PROCESS

CV Screening We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.

TestGorilla Assessment (Approx. 40 minutes) Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!

Informal Chat A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.

Thomas Assessment (Approx. 1 hour) This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you!

Face to face Interview The final stage of the recruitment process, a formal interview gives us the opportunity to take a deeper look at your suitability for the role. By this stage, we have already reviewed your application and any earlier assessments, the interview then allows us to explore your experience, skills, behaviours and motivation in more detail.

OTHER INFORMATION

This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.