Communicate Technology
First Line Support
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Overview of Role
As a First Line Service Desk Technician, you will be the first point of contact for customers, providing initial technical support and logging incidents. This entry-level role is ideal for someone starting their career in IT, with opportunities to develop skills and progress into 2nd and 3rd line support. You’ll work closely with experienced engineers in a Managed Service Provider (MSP) environment, gaining exposure to a wide range of technologies and customers.
Roles and Responsibilities
- Act as the first point of contact for customer IT issues via phone, email, and ticketing system.
- Accurately log, categorise, and prioritise support requests.
- Provide basic troubleshooting and support for desktops, laptops, mobile devices, and applications.
- Assist with password resets, account unlocks, and Microsoft 365 support (email, Teams, OneDrive).
- Escalate complex issues to 2nd line engineers when required.
- Monitor ticket queues and ensure updates are communicated to customers.
- Assist with setting up new users, hardware builds, and software installations.
- Carry out daily checks such as monitoring backups and system alerts (reporting issues to 2nd line).
- Deliver excellent customer service, keeping users informed and ensuring SLA targets are met.
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Skills and Requirements
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- CompTIA IT Fundamentals (ITF+), CompTIA A+, or similar IT certification; preferred but not essential.
- IT-related qualification (college, apprenticeship, or degree); preferred but not essential.
- Previous experience in customer service (retail, call centre, or helpdesk); preferred but not essential.
- Exposure to Active Directory or ticketing systems; preferred but not essential.
- Strong interest in IT and technology with a desire to build a career in technical support.
- Good communication skills and the ability to explain issues to non-technical users.
- Basic knowledge of Microsoft 365, Windows operating systems, and common applications.
- Understanding of networking basics (IP addresses, Wi-Fi, connectivity).
- Ability to diagnose and resolve common hardware and software issues.
- Good organisational skills with the ability to prioritise multiple tasks.
- Team player, willing to learn and take guidance from senior colleagues.
- IT-related qualification or certification preferred (CompTIA A+, Microsoft Fundamentals, etc.).
- Experience in a customer service role preferred (retail, call centre, or helpdesk).
- Exposure to Active Directory or ticketing systems.
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