Service Desk 1st Line Technician

Overview

Service Desk 1st Line Technician – the first point of contact for digital support queries via phone, email and online forms. You will log, triage and manage cases, provide first‑line troubleshooting, and keep customers updated throughout.

Responsibilities

• Act as first point of contact for digital support queries.
• Log, manage and progress support tickets in line with SLAs.
• Provide first‑line technical support and initial fault diagnosis.
• Ask targeted questions to quickly identify root causes.
• Explain solutions via phone, email or chat.
• Escalate unresolved issues to internal teams or third‑party providers.
• Monitor system and platform performance, raising any concerns.
• Carry out routine system checks and log issues.
• Maintain accurate documentation and support processes.
• Manage multiple cases simultaneously while maintaining service quality.
• Participate in out‑of‑hours on‑call rota.

Qualifications

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 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.

Benefits

• Holiday allowance from 161 to 175 hours with length of service, plus bank holidays.
• Discounts on groceries, shopping, holidays, insurance, dining and more.
• 24/7 employee assistance programme.
• Family and friends discount on services and products.
• Company‑matched pension scheme up to 4 %.
• Free on‑site parking.

Location

Office based, New Milton, Hampshire. Role is UK based; any hybrid or remote work must also be within the UK.

Equal Opportunity

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

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