Job Description

Service Desk Support - 1st Line, ITIL


3 months (FT Monday – Friday)

£110 per day


A fantastic new opening has arisen with our client who are keen to hire a 1st Line/Customer Service IT Support. The successful person will provide excellent 1st line support in the form of ticket triage, resolution and handling, for both internal staff and external customers.

The successful person will be an individual who has a desire to provide a high-quality level of Customer Service, along with understanding and experience of 1st Line Level IT Support.


  • Acting as the first point of contact and triage for all phone calls, emails and Service Now tickets into the team
  • Receive, log and manage calls from internal employee’s and external customers via telephone and email
  • Escalate calls that are due to breach to the appropriate resolving team
  • Be able to communicate effective written and verbal internal updates or notifications
  • Take ownership of user requests and follow up the status of orders and deliveries with the procurement team and communicate progress in a timely manner
  • Be the initial face of the IT Support team and first point of contact for all customer office walk-ups
  • Maintain a high level of customer service for all support queries and adhere to all service management principles (i.e. ITIL)
  • Knowledge of MS Office applications  - (Exchange, Excel, Word, PowerPoint)
  • Compose the IT Support monthly report (e.g. system availability, call stats
  • Updating and publishing support procedural documentation to assist other team members and provide training if required
  • Support new starter and leaver requests – the co-ordination of laptop, desktop, mobile phone, desk phone, user account details
  • Responsible for appropriate escalation to the Head of Service Delivery as appropriate
  • Suggest ways of improving service to ultimately drive down incident volumes


  • Excellent communication skills and telephone manner
  • Excellent organisational skills – able to plan and prioritise
  • Previous IT Service Desk and/or Call Centre experience would be desirable
  • Incident & Request Management experience to meet SLAs and business expectations
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • You will have a proven track record of delivering first class customer service
  • ITIL qualified is preferable but not essential
  • Capable of working on own initiative
  • Able to collaborate with internal and external stakeholders and SME’s
  • Competent in dealing with third party suppliers
  • Clear and concise communication skills at all levels in an organisation
  • Excellent inter-personal and listening skills
  • Ability to work accurately, with great attention to detail, making sound and rational decisions in a pressured environment

If interested, please apply with your updated CV.