At a Glance
- Tasks: Be the first point of contact for digital support and troubleshoot queries.
- Company: Join a supportive team in a dynamic tech environment.
- Benefits: Enjoy generous holiday allowance, discounts, and a company-matched pension scheme.
- Other info: Great opportunities for growth and learning in a friendly office setting.
- Why this job: Kickstart your career in tech while helping others solve their digital issues.
- Qualifications: Customer service experience and basic technical troubleshooting skills are essential.
The predicted salary is between 24000 - 28000 € per year.
Overview: The first point of contact for digital support queries via phone, email and online forms. You will log, triage and manage cases, provide first‑line troubleshooting, and keep customers updated throughout.
Responsibilities:
- Act as first point of contact for digital support queries.
- Log, manage and progress support tickets in line with SLAs.
- Provide first‑line technical support and initial fault diagnosis.
- Ask targeted questions to quickly identify root causes.
- Explain solutions via phone, email or chat.
- Escalate unresolved issues to internal teams or third‑party providers.
- Monitor system and platform performance, raising any concerns.
- Carry out routine system checks and log issues.
- Maintain accurate documentation and support processes.
- Manage multiple cases simultaneously while maintaining service quality.
- Participate in out‑of‑hours on‑call rota.
Qualifications:
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 Word, Excel and Outlook.
Desirable:
- Experience in a 1st Line IT/ICT support role.
- Aware 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.
Benefits:
- Holiday allowance from 161 to 175 hours with length of service, plus bank holidays.
- Discounts on groceries, shopping, holidays, insurance, dining and more.
- 24/7 employee assistance programme.
- Family and friends discount on services and products.
- Company‑matched pension scheme up to 4 %.
- Free on‑site parking.
Location: Office based, New Milton, Hampshire. Role is UK based; any hybrid or remote work must also be within the UK.
Equal Opportunity: We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Service Desk 1st Line Technician in Hampshire employer: Appello UK
As a Service Desk 1st Line Technician at our New Milton office, you will join a supportive and dynamic team dedicated to providing exceptional digital support. We offer a comprehensive benefits package, including generous holiday allowances, discounts on various services, and a company-matched pension scheme, all within a culture that prioritises employee growth and well-being. Our commitment to equal opportunities ensures a diverse and inclusive workplace where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk 1st Line Technician in Hampshire
✨Tip Number 1
Get to know the company! Research StudySmarter and understand our values and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing first-line support, brush up on common technical issues and how to resolve them. Role-play with a friend or use online resources to simulate customer interactions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining StudySmarter as a Service Desk 1st Line Technician.
We think you need these skills to ace Service Desk 1st Line Technician in Hampshire
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in customer-facing roles and any technical support you've provided. We want to see how your skills match the Service Desk 1st Line Technician role, so don’t be shy about showcasing relevant experiences!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how your problem-solving skills can help us provide top-notch support. Keep it friendly and professional – we love a good personality!
Show Off Your Communication Skills:Since you'll be the first point of contact for our customers, it's crucial to demonstrate your strong communication skills. Whether it’s in your CV or cover letter, make sure to highlight examples where you’ve effectively communicated solutions to non-technical users.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to see all the other cool opportunities we have at StudySmarter!
How to prepare for a job interview at Appello UK
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around troubleshooting basic issues. Familiarise yourself with common problems and solutions in a 1st Line IT support role. This will help you answer questions confidently and demonstrate your problem-solving skills.
✨Practice Your Communication
Since you'll be explaining solutions to non-technical users, practice how you communicate complex ideas simply. Role-play with a friend or family member, asking them to act as a customer. This will help you refine your ability to ask targeted questions and provide clear guidance.
✨Familiarise with the Company
Research the company and its services, especially in the Telecare industry. Understanding their products and customer base will allow you to tailor your responses during the interview and show that you're genuinely interested in the role.
✨Showcase Your Multitasking Skills
Be prepared to discuss how you manage multiple cases simultaneously. Think of examples from your past experience where you successfully juggled various tasks while maintaining service quality. This will highlight your organisational skills and ability to work under pressure.
