Platform Support First Line Associate

• Act as the first point of contact for all support queries (calls, emails, tickets)
• Triage and manage incidents through to resolution or escalation
• Ensure service level agreements (SLAs) are consistently met
• Escalate complex issues to Tier 2 support when required
• Maintain accurate and concise documentation of all interactions
• Support administrative and clerical tasks within the Service Delivery team
• Work closely with internal teams and external stakeholders to resolve issues
• Continuously build your knowledge base and improve customer experience

Do you have experience in ServiceNow?, Skills & Competencies

• Strong customer service mindset with a professional approach
• Excellent communication skills (written and verbal)
• Ability to take ownership of incidents from start to finish
• A proactive, curious attitude with a willingness to learn

Essential Experience

• Experience in IT first-line support
• Basic working knowledge of Microsoft Office (Excel, Word)

Desirable

• Experience with financial systems support
• Familiarity with ServiceNow or similar platforms, * Microsoft Office: 1 year (required)
• Customer service: 1 year (required)

Pulled from the full job description

• Referral programme
• Employee discount
• Free parking
• Company pension
• Discounted or free food
• Cycle to work scheme
• Company events, * Fixed term contract: 6 months (end date: 31/10/2026)
• Hours: Monday to Friday, 9:00am-5:00pm (35 hours per week)
• Salary: £23,918.08 per annum

In this role, you'll handle first-line support queries via phone, email, and ticketing systems, ensuring every interaction is managed efficiently and professionally. You'll play a key part in delivering a seamless support experience while developing your technical skills through collaboration with Tier 2 support teams., At AutoProtect Group, we put colleagues first and encourage growth, ambition and development. Our values are:

• Stronger Together
• Respectful
• Bold
• Agile
• Make it Happen

If you're ready for a new challenge, we'd love to hear from you.

Recruitment Process

• Submit your CV
• If shortlisted, a 20-minute pre-screen call with our People Team

Job Types: Permanent, Fixed term contract

Pay: £23,918.08 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• On-site parking
• Referral programme

Application question(s):

• Will you now or in the future require a visa sponsorship to work in the United Kingdom?
• This role is office-based in Harlow, Monday to Friday. Please confirm your typical one-way commute time to our office location.