IT Service Desk Technician 1st Line

Established over 30 years ago here at Lifeplus, our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them. We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing. At Lifeplus, we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose

The IT Service Desk is the central point of contact for all IT related incidents and service requests. As a Service Desk Technician, you will provide first-line support for all colleagues across the European business. You will be responsible for logging and responding to incidents, service requests and resolving support requests, ensuring that service levels and targets are achieved whilst providing great customer service. The Service Desk team work in a dynamic, fast-paced environment supporting colleagues remotely, and in-person for walk-in colleagues.

The role will include but is not limited to:

• Record incident and service requests as tickets in Jira Service Management.
• Track and manage your assigned tickets, escalating to 2nd Line Technicians where required.
• Provide 1st line support for deskside/remote colleagues and site visitors, using a range of business-critical software solutions.
• Support colleagues operating a wide range of mobile and peripherals – including printers, scanners, and barcode readers.
• Ensure timely escalation of complex issues to 2nd line support teams when required, while maintaining effective communication.
• Identify gaps in the knowledgebase and self-help articles.
• Deliver inductions, and basic training on equipment and services provided by IT.
• Manage and maintain colleague IT equipment including imaging and configuration.
• User management in Active Directory, Exchange/365, Windows 10/11 and Office 365.
• Participate in an on-call rota for critical issues outside normal business hours.

Candidate Profile

A driven individual that exemplifies a “can-do” attitude, happy to go the “extra mile”. Great Customer and Team focus. Well organized & able to work under pressure. Excellent communication skills at all levels, both written & face to face. Team player but also happy to work alone at times. Demonstratable experience of 1st line support:

• Experience of ITSM ticketing systems, working with SLA’s and prioritizing incidents.
• Experience supporting both deskside and remote users.

Hours and Days

Monday to Friday, 37.5 hours a week, shifts on a rota covering 06:45 - 18:00, 7.5 hours per day.

Location

Initially on-site in St. Neots with a progression to hybrid working.

What’s in it for you

• Nourish your wellbeing: Every month, you’ll receive three free Lifeplus products, plus 50% off anything else you’d like to try.
• Performance based bonus: Bonuses are awarded based on business success and individual performance, giving you extra recognition for your contributions.
• Your growth journey - LIFE Programme: Our Customer Care Administrators take part in our structured LIFE Programme, designed to build confidence, strengthen skills, and support your career progression from day one. On completion, an additional increase of £2,000 will be added to your salary!
• Learning at your fingertips: Access our Learning Management System (LMS) with all the latest learning materials and resources whenever you need them. Grow your knowledge at your own pace.
• Peace of mind from day one: You’re automatically covered by Life Assurance and Permanent Health Insurance as soon as you join.
• Holiday that works for you: Need more time off one year? Or prefer a little extra in your pocket? You can buy or sell holiday days to suit your lifestyle.
• Exclusive colleague perks: Enjoy special discounts at leading brands and retailers, plus generous savings on Lifeplus nutritional supplements and wellbeing products.
• Everyday healthcare support: Our Health Cash Plan (provided by BHSF) helps with regular healthcare costs, from dental and optical appointments to therapy sessions, plus hospital in-patient and accidental injury cover.
• Little things make a difference: Fresh fruit delivered weekly, plus free tea, coffee, milk (including alternatives), filtered water, and fully equipped kitchen areas onsite.
• Support when you need it: Our Employee Assistance Programme (EAP) gives you access to confidential, professional support for mental wellbeing.
• Invest in your future: Our contributory pension scheme offers up to 6% employer contributions, helping you build long term financial confidence.
• A culture that connects: From team socials organised by your manager to our annual company-wide event (where life partners are welcome), we make time to celebrate together.
• Eyecare support: We’ll contribute £25 towards eye tests and up to £100 towards glasses if they’re needed for VDU use.
• Stay active for less: Save on gym memberships and take advantage of our Cycle2Work scheme to boost your fitness while reducing your carbon footprint.
• Recruitment Referral Scheme: Know someone who’d love Lifeplus? Refer a friend or family member and earn £750 in shopping vouchers when they join and pass probation.