1st Line Support Administrator

This is an excellent opportunity for someone who already has experience in an IT Service Desk or IT Support environment or someone looking to take the next step in their IT career.

Youll work alongside experienced IT professionals across 1st 2nd and 3rd Line Support giving you the opportunity to develop your technical knowledge and gain exposure to a wide range of technologies and IT services.

As an IT Support Administrator youll play an important role in delivering an effective and customer-focused IT support service.

Youll:

• Act as the first point of contact for IT incidents and service requests.
• Monitor assess and prioritise incoming tickets.
• Work proactively through the support queue ensuring tickets are progressed in line with agreed processes and SLAs.
• Contact users by telephone or Microsoft Teams to understand issues gather information and provide support.
• Carry out initial investigation and troubleshooting to identify and resolve straightforward technical issues.
• Resolve appropriate issues at first contact wherever possible.
• Escalate more complex issues to the appropriate 2nd or 3rd Line support team.
• Take ownership of assigned tickets and ensure they are progressed through to resolution or appropriate escalation.
• Keep users informed through clear and timely communication.
• Maintain accurate detailed and useful ticket records.
• Follow established IT support processes and procedures.
• Contribute to knowledge articles FAQs and continuous improvement initiatives.
• Work collaboratively with other members of the IT team to deliver an effective support service.

This isnt simply a ticket-logging role.

Youll be expected to investigate troubleshoot and resolve issues wherever possible while developing your technical knowledge and learning how different areas of IT work together.

Youll work alongside specialist IT teams and gain exposure to a broad range of technologies within a professional multi-site business environment.

Youll gain experience across areas including:

• Microsoft 365
• Windows 11
• Active Directory
• Entra ID
• Intune
• IT Service Management
• Knowledge and documentation management
• Hardware and software support
• User access and account administration
• Multi-site business IT support

Youll also have opportunities to develop your skills through hands-on experience knowledge sharing and exposure to wider IT projects and initiatives.

Were looking for someone who combines technical curiosity with a strong customer-service mindset.

Youll be someone who:

• Enjoys helping people and providing excellent customer service.
• Has good problem-solving and analytical skills.
• Can investigate issues logically and methodically.
• Is organised and able to prioritise competing tasks.
• Communicates clearly and confidently with a wide range of people.
• Takes ownership of their work and follows tasks through to completion.
• Is comfortable contacting users directly to understand and resolve issues.
• Follows processes and understands the importance of accurate documentation.
• Can recognise when an issue requires escalation and seek assistance appropriately.
• Has a positive proactive approach to learning and development.
• Works well as part of a team.

• Previous experience in a customer-support environment.
• Good written and verbal communication skills.
• Good organisational and time-management skills.
• Ability to prioritise workload and work within agreed SLAs.
• A willingness to learn new technologies and develop technical skills.

Experience with any of the following would be advantageous:

• Experience in IT Service Desk IT Support or technical
• Understanding of IT support ticketing or Service Desk processes.
• Experience troubleshooting hardware software or user-access issues.
• Microsoft 365
• Active Directory
• Entra ID
• Intune
• Windows 10/11
• Microsoft Teams
• ITIL or IT Service Management principles
• Service Desk / ITSM platforms
• Hardware and peripheral troubleshooting
• Experience working within a manufacturing or multi-site environment

In this role youll make a real difference by:

• Keeping the support queue organised and actively progressing tickets.
• Responding to users promptly and professionally.
• Resolving straightforward issues efficiently at first contact.
• Ensuring tickets are prioritised and routed correctly.
• Maintaining accurate and useful support documentation.
• Keeping users informed throughout the support process.
• Meeting agreed service levels and support expectations.
• Taking ownership of issues and following them through to resolution or escalation.
• Contributing ideas that improve the efficiency and quality of the IT support service.