At a Glance
- Tasks: Be the friendly tech guru solving problems and helping customers every day.
- Company: Join a dynamic team at Appello, where innovation meets customer service.
- Benefits: Enjoy competitive pay, generous holiday, discounts, and a supportive work environment.
- Other info: Great opportunities for growth in a rapidly expanding company.
- Why this job: Kickstart your career in tech while making a real difference for customers.
- Qualifications: Customer service experience and a passion for technology are key.
The predicted salary is between 25500 - 25500 £ per year.
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.
Hours: 35 hours per week
Shift pattern: Monday - Friday, working 7-hour shifts between 9am - 5pm with 1 hour unpaid lunch
Salary: £25,500 per annum
Location: Office-based, New Milton, Hampshire
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date: 28th September 2026
Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
Appello Perks
- 161 hours holiday rising to 175 hours with length of service, plus bank holidays
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app!
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
About You
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
The Role
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 elevate 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
Who We Are Looking For
Essential
- 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
Our Recruitment Process
We're excited you're interested in joining us! To help us find the best fit for both the role and our team, we've designed a recruitment process that's engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.
Here's what you can expect:
- CV Screening: We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.
- TestGorilla Assessment (Approx. 40 minutes): Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!
- Informal Chat: A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
- Thomas Assessment (Approx. 1 hour): This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you!
- Face to face Interview: The final stage of the recruitment process, a formal interview gives us the opportunity to take a deeper look at your suitability for the role. By this stage, we have already reviewed your application and any earlier assessments, the interview then allows us to explore your experience, skills, behaviours and motivation in more detail.
Other Information
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team.
Service Desk 1st Line Technician employer: Appello Careline Limited.
At Appello & Careline365, we prioritise our people and foster a vibrant work culture that thrives on energy and collaboration. As a People Advisor in our hybrid New Milton location, you'll enjoy a competitive salary, generous holiday allowance, and comprehensive benefits including private medical insurance and a pension scheme. We are dedicated to your professional growth, offering unique opportunities to make a meaningful impact in a fast-paced environment where your HR expertise will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk 1st Line Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Appello Careline Limited.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Appello Careline Limited. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk 1st Line Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Appello Careline Limited.:Your cover letter is your chance to shine! Tell us why you want to work at Appello Careline Limited. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Appello Careline Limited.!
How to prepare for a job interview at Appello Careline Limited.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
