At a Glance
- Tasks: Be the first point of contact for IT issues and deliver outstanding customer service.
- Company: Join Trident, a people-first IT company that values collaboration and innovation.
- Benefits: Enjoy 33 days of leave, access to training, and a fun office environment.
- Other info: Dynamic team culture with regular social events and opportunities for growth.
- Why this job: Kickstart your career in tech while making a real difference for clients.
- Qualifications: Customer service skills and a passion for technology are key.
The predicted salary is between 23400 - 28600 £ per year.
- Job Location: Office based - Brighton
- Job Type: Permanent
- Reports To: Helpdesk Manager
- Driving License: Not required
- About Trident
At Trident, we make IT a source of strength — helping organisations thrive so they can better support the people who rely on them every day.
We’ve built a different kind of partnership — one that puts people first.
We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working.
When that happens, people achieve more, teams feel supported, and organisations become stronger.
Our purpose is simple: to create strength through partnership.
Our vision is to set the standard for people-focused IT partnerships.
And our mission is to collaborate side by side every day, combining reliable IT, practical guidance, and people-first support to make technology a trusted and empowering part of everyday working life.
Everything we do is shaped by our values
Value – We create lasting value by helping others achieve more for the people they serve.
Integrity – We do the right thing — always, openly, and consistently.
Partnership – We build true partnerships that make people and organisations stronger.
Together, these principles are what make us Trident.
They remind us that our greatest strength comes from working as one team — with our colleagues, our partners, and our clients — to make a real difference.
For more information about who we are and what we do, visit our website https://trident. co. uk/.
Job Overview
We seek a passionate individual to join our team looking to progress their expertise and knowledge.
As a 1st Line Helpdesk Consultant, you will be the first point of contact for resolving IT issues and providing outstanding customer service.
This role requires a combination of technical expertise, problem-solving skills, and effective communication.
A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.
Trident is dedicated to nurturing the professional growth and technical skills of our team.
We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients.
During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.
Key Responsibilities
- Answering support queries via phone, email and via the ticketing system.
- Troubleshoot and resolve hardware, software, and network issues.
- Troubleshooting helpdesk tickets via remote access.
- Assist users with login problems, password resets, and application issues.
- End-to-end ownership and resolution of 1st line tickets in line with Trident’s SLA’s/KPI’s.
- Providing regular updates to clients on the progress of their tickets.
- Working ad-hoc on tasks requested.
- Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
- On-budget, successful, and profitable delivery of an “exceptional customer experience”.
- Continued assessment of security, integrity, and availability both internally and in part of Trident’s service.
- Continued assessment of regulatory and compliance requirements for both Trident and its clients.
- Working to ISO 27001, 14001 and 9001 requirements along with Trident's operating procedures.
- Key Experience & Skills
We welcome candidates with experience in the following technologies, though not all are essential:
- Microsoft Windows & Mac operating systems and other common applications.
- Microsoft Office components such as Word, Excel, Outlook, etc. support.
- Microsoft 365 & Active Directory administration and support.
- General understanding of networking principles (IP addressing, DNS, DHCP, etc).
- A flair for troubleshooting, communication, and exceptional customer service.
- Effective communication skills, both written and verbal.
- Be flexible and adaptable to situations and changing requirements.
- Strong task and time management.
- MSP experience and a relevant IT qualification, such as Comp TIA A+ or a Microsoft qualification would be desirable.
The successful candidate will be mentored and will be placed on a training path that will help you to advance your skills further and gain industry-recognised qualifications.
- Key Success Metrics
- Consistently meet or exceed agreed response and resolution times in line with internal and client SLAs.
- Effectively manage and resolve a consistent volume of support tickets, maintaining productivity in line with team expectations.
- Ensure all tickets are accurately logged, categorised, and updated with clear, detailed, and professional notes to support auditability and knowledge sharing.
- Deliver excellent customer service, contributing to high end-user satisfaction scores and positive feedback.
- Appropriately identify and elevate complex issues to 2nd or 3rd line support where required, maintaining a balanced and justified escalation rate.
- Follow established ITIL-aligned processes, including incident, request, and change management protocols.
- Maintain consistent punctuality and adherence to work/shift patterns, ensuring reliable service coverage.
Why Join Trident?
- Help lead and shape the future of Trident’s technical service operations.
- Empower and develop a talented team across multiple disciplines.
- Influence company-wide service strategy and client experience.
- Be part of a leadership culture that values collaboration, learning, and continuous improvement.
Benefits
- 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
- Access to on-demand IT courses, practice tests and virtual labs.
- Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
- ‘Cycle to Work’ scheme.
- Access to vendor pricing for personal IT hardware and software purchases.
- Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
- Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
- “Smart casual” dress code with dress down Friday raising money for the local charities.
- Regular social and team-building events.
- ‘Refer a friend’ recruitment bonus scheme.
- Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.
- #J-18808-Ljbffr
1st Line Helpdesk Consultant in Brighton employer: Jobless
At OX Tools, we pride ourselves on fostering a vibrant and supportive team culture that empowers our employees to thrive. As a Product Director, you will not only lead innovative product strategies but also benefit from flexible hybrid working arrangements, generous holiday allowances, and ample opportunities for personal and professional growth within a dynamic global brand. Join us in our relentless pursuit of excellence and be part of a company that values passion, design, and the relentless pursuit of innovation.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Helpdesk Consultant in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jobless. 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 Jobless 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 1st Line Helpdesk Consultant in Brighton
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 Jobless:Your cover letter is your chance to shine! Tell us why you want to work at Jobless 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 Jobless!
How to prepare for a job interview at Jobless
✨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.
