1st Line IT Support Help Desk - 6 Month Inside IR35
Location: London, SE1 Onsite (Minimum 3 days per week, preference for 5 days onsite)
Type: Full-Time, Contract
Hours: 8hrs pd, flexibility to work shifts between 08:00 - 18:00 based on business requirements.
The Opportunity
We are looking for a customer-focused and enthusiastic 1st Line IT Support professional to join our clients IT support team. This role will provide front-line technical support to end users, ensuring excellent service delivery and swift resolution of IT issues.
The successful candidate will be comfortable working in a fast-paced environment, handling a wide range of support requests, and providing exceptional customer service to users across the business. The role will be primarily onsite, particularly during the initial onboarding and training period.
Key Responsibilities
- Serve as the first point of contact for all IT support requests via phone, email and ticketing systems.
- Provide 1st line support for hardware, software and user access issues.
- Manage password resets, account unlocks and login-related troubleshooting.
- Diagnose and resolve common desktop, laptop and peripheral issues.
- Escalate more complex technical issues to 2nd and 3rd line support teams where appropriate.
- Maintain accurate records of incidents, requests and resolutions within the IT service management system.
- Assist with user onboarding and offboarding activities.
- Provide support for Microsoft and Google Workspace environments where required.
- Deliver a high level of customer service and communicate effectively with users of varying technical abilities.
- Support hardware setup, device deployment and workstation configuration.
- Contribute to continuous improvement of IT support processes and documentation.
Skills & Experience Required
- Previous experience in a 1st Line IT Support, IT Service Desk or Helpdesk role.
- Experience supporting:
- User account management
- Login and access issues
- Microsoft Office applications
- Strong verbal and written communication skills.
- Excellent customer service and problem solving abilities.
- Ability to prioritise workload and manage multiple support requests.
- Comfortable handling support calls and interacting with stakeholders across the business.
- Flexible approach to working hours and shift patterns.
- Experience supporting Google Workspace / Google Admin.
- Exposure to Active Directory, Microsoft 365 or Azure AD.
- Experience using ITSM/ticketing tools.
- CompTIA A+, ITIL Foundation or equivalent certification.
Personal Attributes
- Friendly and approachable.
- Strong team player.
- Eager to learn and develop technical skills.
- Professional and reliable.
- Able to remain calm and organised when working under pressure.
This position would suit someone with solid Service Desk or Helpdesk experience who enjoys supporting end users, solving everyday IT issues and delivering an excellent customer experience.
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