IT First Line Support

The IT First Line Support role is responsible for providing initial technical assistance to internal users experiencing IT-related issues. The successful candidate will act as the first point of contact, logging and resolving incidents, escalating more complex problems, and ensuring excellent customer service at all times. This is an entry-level position suitable for either recent graduates, or someone with an interest in IT support and developing hands-on technical skills.

Duties

Serve as the first point of contact for IT queries via phone, email, chat, or ticketing system.

Log all incidents and service requests accurately.

Diagnose and resolve first-line technical issues, including:

· Password resets and account access

· Software installation and support

· Hardware troubleshooting (laptops, printers, peripherals)

· Network connectivity issues

· Email and Office 365 support

Deliver high-quality customer service, ensuring users receive timely and helpful responses.

Escalate complex or unresolved issues to relevant teams/external providers.

Follow standard operating procedures and adhere to Company policies.

Maintain accurate documentation and update the knowledge base as needed.

Assist in setting up new user accounts, onboarding devices, and hardware configuration.

Contribute to IT projects and continuous improvement initiatives where appropriate.

Do you have experience in Windows?, A qualification in Information Technology, Computer Science, or a related field (or equivalent experience/interest).

Good understanding of basic IT concepts including operating systems, networking, and troubleshooting.

Strong problem-solving abilities and willingness to learn.

Excellent communication skills, both written and verbal.

Ability to prioritise tasks in a fast-paced environment.

Customer-focused attitude and professional approach.

Desirable

Experience with Windows 10/11.

Familiarity with Office 365 or ticketing systems.

Basic knowledge of networking and CRM systems.

Previous experience in customer service or technical support (internships, part-time roles).