1st Line IT Desk-side Support

1st Choice Computer Appointments
Gillingham, Kent
11 Jun 2017
11 Jul 2017
Contract Type
Full Time

1st Line IT Desk-side Support

£15k - £18k
Gillingham, Kent


Ideally for this role we are looking for someone who already has at least 1 year's support experience.

Primarily, the role provides 1st line IT support to users, managing walk-ups/calls for assistance, prioritising and fixing issues reviewing the existing knowledgebase for solutions and providing staff liaison. You’ll be helping to set up new systems and new users as required.

Although we're looking for someone willing to follow instructions, you'll be comfortable challenging why and how we do things and be intelligent enough to suggest or research better ways.

Do you have experience in a 1st Line Role?

Are you looking for the next step in your career?

If so this could be the role for you….

As a 1st Line Support Engineer you’ll be employed by an established managed service provider working on site at their prestigious client based in Gillingham.

Working for a managed service provider offers great career progression for the right candidate as well as full training and support

Support will be mainly deskside support but also via email. You will be responsible for managing escalations to other parts of the organisation to ensure the prompt and satisfactory resolutions of customer support cases.

What you will need:

 Active Directory Experience

 Hardware experience

 Confidence working on the phone

 Windows (7/8/10) Administration Experience

Preferable but not essential:

 Windows Server Experience

 Networking Knowledge

 Experience of working in a service desk environment


 Recording and tracking Incidents and request for service changes

 Making an initial assessment of requests, attempting to resolve them or involving other team members who can

 Highlighting staff training and education needs

 Setting up new users and helping us to adopt new systems

 Closing incidents and change requests following confirmation with the staff member

Technical experience and person specification

The ideal candidate will be a highly intelligent person, with IT-related qualifications. The successful candidate will need to be reliable, diligent, fun to work with and incredibly customer-focussed so that everyone will feel relaxed and not intimidated or confused by technical jargon. Customer focus, flexibility to support a diverse range of activities and a willingness to learn are key to the role.

In order to provide a helpful, friendly and competent IT Service Desk to the business, anyone in this role must be approachable and have excellent communication skills. Over time, they will accumulate a wealth of technical expertise in the systems used.