At a Glance
- Tasks: Provide 1st line support, mentor agents, and resolve technical issues.
- Company: Join a dynamic Service Desk team in a leading tech environment.
- Benefits: Competitive salary, professional development, and a supportive team culture.
- Other info: Opportunities for growth and involvement in exciting projects.
- Why this job: Make a real impact by solving problems and mentoring others.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and a passion for helping others.
The predicted salary is between 33750 - 41250 £ per year.
Purpose of the Role
The Senior 1st Line Support is a hands‑on member of the Service Desk team, providing 1st line support to users across the UK platform and handling tickets from calls, emails, and the ITSM system alongside the 1st Line Support agents.
In addition to day‑to‑day ticket handling, the role acts as the first technical escalation point and day‑to‑day mentor for the 1st Line Support agents, raising the quality of investigation, driving first‑time fix, and promoting a proactive and innovative approach to resolving tickets within the team.
This is a technical role and does not include team leader or line management responsibilities.
Key Responsibilities
- Provide 1st line support for all SFIT users in the UK platform, managing tickets from calls, emails, and the ITSM system in line with business KPIs.
- Approach tickets proactively and analytically, thinking issues through and applying structured investigation and diagnostics to maximise resolution at 1st line.
- Act as the first technical escalation point for 1st Line Support agents, working tickets alongside them before any escalation to 2nd Line Support.
- Review tickets proposed for escalation to 2nd Line Support to ensure all appropriate 1st line troubleshooting has been completed and documented.
- Mentor and develop 1st Line Support agents through day‑to‑day coaching, shoulder‑to‑shoulder troubleshooting, and constructive feedback on ticket quality.
- Champion first‑time fix and support the Service Desk goal of resolving 95% of eligible tickets at 1st line.
- Work closely with the Service Desk Administrator on escalation handling, backlog reduction, and customer feedback follow‑up.
- Ensure tickets are documented to a high standard, with clear troubleshooting notes, accurate categorisation, and timely updates to users.
- Create, maintain, and quality‑review knowledge articles to support 1st line resolution and consistent working practices.
- Identify opportunities to script, automate, or improve repetitive day‑to‑day tasks and requests, engaging with relevant teams to implement solutions that close tickets faster and to a higher quality.
- Make effective and appropriate use of available tools, including AI assistants, to support investigation, resolution, and knowledge creation, and promote the same proactive, innovative mindset within the 1st Line team.
- Provide cover for 1st Line Support agents during leave, sickness, and site visits, helping maintain HQ desk coverage.
- Act as a point of technical guidance at HQ when 2nd Line Support are unavailable or based off‑site.
- Support the onboarding, training, and development of apprentices and new starters within the Service Desk.
- Support major incident response through call handling, triage, and communication when required.
- Build and supply hardware as required.
- Contribute to and lead projects within the operations teams.
- Promote a high standard of customer service and professional communication across
Experience: Essential
- Minimum of 2 years’ experience working within a Service Desk or IT support environment, managing tickets within an ITSM tool.
- Strong, methodical troubleshooting and investigation skills, with a proactive approach to ticket ownership, follow‑up, and resolution.
- Excellent customer‑facing and interpersonal skills, with the patience and willingness to coach and develop junior colleagues.
Desirable
- Experience mentoring, buddying, or supporting the development of junior staff or apprentices.
- Experience supporting a Microsoft 365 environment (e. g. Entra ID, Intune, Teams, Share Point).
- Experience creating or maintaining knowledge base articles and support documentation.
- Experience with scripting or automation (e. g. Power Shell, Power Automate) or using AI tools to support ticket resolution.
Qualifications: Essential
- GCSE passes in English, Mathematics, and a science, with strong literacy and numeracy skills.
- Competent in the use of Microsoft operating systems, Microsoft 365, and Service Desk / ITSM tools.
Desirable
- ITIL Foundation certification.
- Technical certifications (e. g. Comp TIA A+, Network+, Microsoft fundamentals) or NVQ qualifications in a computing subject, or equivalent.
- #J-18808-Ljbffr
Senior 1st Line Support in Warrington employer: VINCI Construction
NUVIA is an exceptional employer located in Milton Park, Abingdon, offering a dynamic work environment that prioritises safety, innovation, and excellence. With a strong commitment to employee development, NUVIA provides ample opportunities for growth and mentorship, particularly for those passionate about advancing their skills in software development and emerging technologies. Joining NUVIA means being part of a collaborative team that values your contributions and encourages you to explore new ideas in a highly regulated and impactful sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior 1st Line Support in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VINCI Construction. 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 VINCI Construction 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 Senior 1st Line Support in Warrington
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 VINCI Construction:Your cover letter is your chance to shine! Tell us why you want to work at VINCI Construction 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 VINCI Construction!
How to prepare for a job interview at VINCI Construction
✨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.
