First Line Support Agent

Key Responsibilities:

• Respond promptly to support requests via phone, or ticketing system.
  Log, categorise, and prioritise incidents in the helpdesk system ServiceNow.
  Perform initial troubleshooting for on-premise software applications, including installation, configuration, and connectivity issues.
  Guide users through step-by-step solutions in a clear and professional manner.
  Escalate unresolved or complex issues to Second Line Support or relevant technical teams.
  Maintain accurate records of issues, resolutions, and follow-up actions.
  Assist in creating and updating user guides, FAQs, and knowledge base articles.
  Monitor system alerts and proactively address potential issues.
  
  
  
  
  
  
  

Required Skills & Experience:

• Basic understanding of on-premise software environments, including Windows/Linux servers and local network configurations.
• Familiarity with database connections (e.g., SQL) and application logs.
• Strong problem-solving and communication skills.
• Ability to work under pressure and manage multiple tickets simultaneously.
• Customer-focused mindset with patience and empathy.

Qualifications:

• IT-related qualification (e.g., CompTIA A+, ITIL Foundation) desirable but not essential.
• Previous experience in a helpdesk or technical support role preferred.

• Wellbeing focused

  Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.

• Annual Leave

  20 days of annual leave, plus public holidays

• Employee Assistance Programme

  Free advice, support, and confidential counselling available 24/7.

• Personal Growth

  - Regardless of where you are at in your career, we re committed to enabling your growth personally and professionally

  • Development Programmes

    From Future Managers to Leadership Training, our development programmes help you get where you need to go

  • Online Learning Platform: SkillsHub!

    - Learning at your fingertips, anytime from anywhere. You can access our online library with relevant content for your career growth.

• Life Insurance

  - 3x annual salary

• Personal Accident Insurance

  - providing cover in the event of serious injury/illness.

• Performance Bonus

  Our Group-wide bonus scheme enables you to reap the rewards of your success