My client is seeking a 1st line support technician to join their dynamic and exciting team. The right person would facilitate a single point of contact for IT. To provide first line IT support to internal staff helping with simple queries and resolving straightforward incidents ensuring that all calls are effectively assigned, prioritised and escalated to the appropriate 2nd/3rd line queues.

Appropriately logging service requests and dealing with password resets, processing new user requests, account changes, deletions, installing new equipment and undertaking office moves.

This post provides first line IT support, primarily telephone based for all applications and devices used by the service including PCs, laptops, tablets Microsoft Office applications (including 365) , email, intranet/internet, specific business applications (Agresso, Kronos and iTrent) and operational systems and terminals (such as mobile data terminals, mobile phones and radios).

The Helpdesk service provides support to circa 1500 staff, across 57 locations in Kent plus mobile workers and working from home.



1 Act as a single point of contact for IT related issues and requests, mainly over the phone/email. Maintain a high degree of customer service, assessing priority calls accurately and quickly to ensure major issues are identified quickly. Working flexibly with other 1st line engineer colleagues to ensure the help desk is manned at all times during the working day.

1 Effectively log all incidents and requests, categorising and prioritising calls correctly and allocating calls outside the remit of 1st line to the appropriate 2nd line queue, making sure full, appropriate and accurate details are available to 2nd line for them to quickly resolve the issue for the customer.
2 Diagnose and resolve basic issues with laptops, desktops, mobile phones, radios and printers. Identify and troubleshoot basic network issues. Provide support for standard applications used within the service such as Word, Excel, Outlook, Skype for Business, SharePoint and Microsoft 365 products. Troubleshoot using remote access tools appropriately.
3 Assist with the administration of staff joining, leaving or moving within the Service in relation to the creation of new user accounts and password resets. Setup basic IT equipment for new users and facilitate office moves usually limited to Headquarters, ensuring all assets are tagged and accurately recorded. Process user requests for access to applications making sure appropriate approvals have been sought. Process building access requests following procedures.
4 Managing the lifecycle of incidents and requests, closing calls when the customer is satisfied. On behalf of IT take ownership of calls, chasing up progress and provide regular updates to customers.
5 Keeping customers informed of the status of services. In particular, provide information to Control to ensure they are aware of any issues that could impact upon their ability to mobilise a crew or appliance. As directed, appropriately communicate information in the event of a major IT incident and provide updates to managers as part of delivering the IT business continuity plan.