1st Line IT Support

• Handle support requests via phone or ticketing system.
• Log, categorise, and prioritise tickets accurately and according to urgency.
• Ensure that tickets are responded to in a timely manner.
• Escalate complex problems to the relevant team where required.
• Maintain an accurate record of issues and resolutions.
• Communicate effectively with the end user at each stage of the ticket.
• Setup and configuration of new mobile phones and handheld devices.
• Troubleshoot issues with hardware, such as printers.
• Provide support for widely used software, including Microsoft Office and other standard applications.
• Support in-house applications and systems across the business.
• Contribute to and update knowledge base documentation for common issues and fixes.

Technologies:

• Hardware
• Support
• Mobile

• Excellent written and verbal communication skills with the ability to work both independently and as part of a team.
• Strong customer service skills, able to communicate effectively and professionally with users, both internal and external.
• IT literate with the ability to learn in-house systems.
• Able to explain technical details clearly to non-technical users without using jargon.
• Strong analysis, research, and problem-solving skills.
• Ability to prioritise tasks and manage workload effectively, maintaining accuracy under pressure.
• Own transport would be advantageous due to shift work.