About this role
Salary: £28,000 - 28,000 per year
Requirements
- Previous experience in a First Line Service Desk, Helpdesk or MSP environment
- Good knowledge of Microsoft 365 administration and troubleshooting
- Experience using IT ticketing or service management systems
- Strong communication, customer service and problem-solving skills
- Ability to prioritise workload, follow processes and work to SLAs
- ITIL knowledge or certification is desirable
- Experience working within ISO or other structured service management environments is desirable
- Customer-focused, professional and dependable
- Calm under pressure with a methodical approach to problem solving
- Strong organisational skills and attention to detail
- Able to work independently while contributing effectively to a collaborative team
- Takes ownership of work and recognises when escalation is required
Responsibilities
- Act as the first point of contact for IT support, providing professional and customer-focused assistance
- Log, prioritise, troubleshoot and resolve first-line incidents and service requests
- Maintain accurate records in the IT service management system and keep users informed throughout the support process
- Escalate complex issues to senior technical teams with clear and complete handover information
- Support user account administration, including joiners, movers and leavers
- Work within agreed service levels, following established procedures and security policies
- Contribute to service improvements, documentation and knowledge sharing within the team
- Maintain awareness of information security requirements and protect organisational and customer data
Technologies
- Support
- ITIL
- Microsoft 365
- Security
- Office 365
More
We are recruiting for a permanent, full-time First Line IT Support role based in Waterlooville, with hybrid working. The salary is £28,000. We offer a pension scheme and life assurance, private healthcare, training and professional development, generous annual leave, an Employee Assistance Programme, on-site parking and employee wellbeing initiatives.
last updated 44 week of 2026