Our client is a well-established IT Partner to a large number of businesses across various sectors. They are dedicated to providing an excellent service by adhering to SLA’s at all times. In this role you will be responsible for providing 1st line technical support via email, telephone and a ticketing system.
Based on the outskirts of Portsmouth, paying £28,000 with an extensive list of company benefits, this is absolutely not an opportunity to be missed.
What you’ll do:
Act as the primary point of contact for customers, providing professional and reassuring first-line support
Manage and resolve incident tickets efficiently within a structured ticketing system
Follow established incident, request, and escalation processes confidently
Keep customers informed of progress, actions taken, and expected resolution times
Log, categorise, and document all service activities accurately for visibility and control
Escalate complex issues to technical teams with clear handover information
Maintain service quality, meet defined performance levels, and support service improvement initiatives
Participate in a rota for out-of-hours support including evenings and weekends
Support onboarding, changes, and offboarding processes for staff
Adhere to company policies, processes, and information security standards
Share knowledge and collaborate with team members for continuous service improvement
The ideal candidate:
Proven experience in a first-line Service Desk, helpdesk, or IT support role within an MSP or IT services environment
Strong knowledge of Microsoft 365 environments, including user administration and troubleshooting
Must live within a reasonable commute due to an on-call requirement after 6 months of service.
Experience managing incidents and service requests within a structured ticketing system
Excellent communication skills with the ability to convey technical information clearly and calmly
Ability to follow documented processes and maintain accurate records
Dependable, disciplined, and customer-focused with a calm approach to support
Company Benefits:
28 days holiday, rising with length of service + your birthday and Christmas off!
Hybrid working options – typically 2 days a week from home
Private healthcare
EAP
Casual Fridays with breakfast and afternoon beers
Free parking
Plus, so much more!
If you have the skills and experience to match this role, we would love to hear from you! Please reach out to one of the team at Liberty Recruitment Group
Salary description
£28000.00 - £28000.00 per year