You will handle incidents and service requests, resolve issues at first contact where possible, and ensure accurate escalation to the senior L2 technical team when required. This role is critical to maintaining service availability, customer satisfaction, and operational efficiency.

We are committed to equal opportunities for all and will not discriminate on any grounds. We encourage applications from people from the widest possible span of experience. All applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, parental status, nationality, neurodiversity or disability status.

• Act as the first point of contact for internal and external customers, responding to calls and tickets in line with agreed Service Level Agreements (SLAs).
• Diagnose and resolve incidents and service requests at first contact wherever possible, ensuring a positive customer experience.
• Accurately log, categorise, prioritise, and update all incidents, requests, and assets within the Service Management tool, maintaining clear and timely communication with customers
• Escalate incidents and requests appropriately to Level 2 or specialist resolver teams where resolution is not possible at first line, ensuring full diagnostic information is provided.
• Maintain high-quality documentation by updating the knowledge base, enabling continuous improvement and increased first-time fix rates.
• Support the rollout of new systems, software updates, patches, and programmes, ensuring users are informed in advance of any planned changes or potential service disruption.
• Liaise effectively with internal teams, external customers, and third-party suppliers to support timely resolution of issues.
• Monitor service quality and identify recurring issues or trends, escalating these to senior colleagues to support Problem Management and service improvement.
• Actively develop your own technical skills and knowledge, identifying capability gaps and discussing development needs with line management.

What you need to succeed in the role

• Proven experience working in a Level 1 ICT Support Engineer, Service Desk Analyst, or similar first-line support role.
• A good understanding of ITIL Service Management practices
• Strong customer-focused problem-solving skills, with the ability to diagnose and resolve common hardware, software, and connectivity issues.
• The ability to manage and prioritise workload effectively in a busy service environment.
• A broad foundational technical skill set, with a clear willingness to learn and progress to higher-level technical responsibilities.
• Excellent written and verbal communication skills, with the ability to explain technical issues in a clear and user-friendly way.
• High levels of integrity, professionalism, and confidentiality when handling sensitive information.
• A commitment to high standards - you understand what good looks like and strive to deliver it consistently