> Markdown version of [/jobs/ext/97278-service-desk-1st-line-technician](https://www.wearedevelopers.com/jobs/ext/97278-service-desk-1st-line-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk 1st Line Technician - **Company:** Appello Limited - **Location:** UK (Remote available) - **Salary:** £25,500.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Software, Data Logging - **Published:** May 15, 2026 - **Apply:** https://www.totaljobs.com/job/line-technician/appello-ltd-job107314597 ## About the Role Love solving problems and helping people? Join us as a Service Desk 1st Line Technician - the friendly first point of contact for all things tech! You'll be the voice (and brain) behind quick, accurate case logging, speedy triage, and keeping customers in the loop every step of the way. From answering queries to coordinating rapid responses, you'll make sure every interaction feels effortless and professional. If you're organised, tech-savvy, and thrive on delivering top-notch customer service, this role is your chance to shine., You'll be someone who takes pride in delivering great customer service and enjoys solving problems. You don't need to know everything on day one - what matters most is your attitude, curiosity and willingness to learn. You'll bring: * A positive, can-do attitude and a genuine interest in helping people * Strong communication skills, especially when speaking with customers * An empathetic and professional approach, even in pressured situations * A sense of ownership and pride in the quality of your work * Confidence explaining technical issues in simple, clear language * Good organisation skills and the ability to juggle multiple tasks * Initiative when troubleshooting and solving problems * A flexible approach and openness to learning new skills, * Experience in a busy, customer-facing role * Experience carrying out general administrative tasks * Ability to diagnose and troubleshoot basic technical issues * Strong problem-solving and communication skills * Confidence providing step-by-step technical guidance to non-technical users * Comfortable using Microsoft applications such as Word, Excel and Outlook Desirable * Experience in a 1st Line IT / ICT support role * Awareness of the Telecare industry or related environments * Knowledge of telecare systems, standards or processes * Experience with cloud telephony * Ability to produce clear, concise technical documentation ## Description We're looking for a customer-focused Service Desk Technician (1st Line) to join our Service Desk team. This role is the first point of contact for digital support queries received via phone, email and online forms, playing a vital part in ensuring customers receive prompt, accurate and empathetic support. You'll log, triage and manage support cases through our case management system, resolve issues where possible and escalate more complex problems to the appropriate teams. Alongside technical troubleshooting, you'll build strong relationships with customers, keep them informed of progress and help maintain high service standards across the business. This is an ideal role if you enjoy problem-solving, working with technology and helping people in a fast-paced, service-driven environment. As a 1st Line Service Desk Technician, you'll be responsible for: * Acting as the first point of contact for digital support queries * Logging, managing and progressing support tickets in line with agreed SLAs * Providing first-line technical support and initial fault diagnosis * Asking targeted questions to quickly identify root causes of issues * Talking customers through solutions via phone, email or chat * Escalating unresolved issues to internal teams or third-party providers * Monitoring system and platform performance and raising concerns where needed * Carrying out routine system checks and logging issues as required * Maintaining accurate documentation, notes and support processes * Managing multiple cases at once while maintaining service quality * Participating in an out-of-hours on-call rota ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)