CenCom Solutions
Information Technology Support Technician
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1st Line Service Desk Technician
Front-line support, triage and effective first-contact resolution
Department
IT Support / Managed Services
Reports to
Helpdesk Manager
Working hours
Monday to Friday, 08:30 to 17:30, with a one-hour unpaid break normally taken between 12:00 and 14:00, subject to operational cover requirements.
Core systems
Microsoft Dynamics 365, N-able, Microsoft 365 administration portals, client systems, vendor portals and approved documentation and communication channels.
Role purpose
The 1st Line Service Desk Technician is the first point of contact for CenCom managed service clients. The role focuses on accurately logging and prioritising requests, resolving common and documented issues, maintaining clear communication, monitoring alerts, and escalating cases with complete diagnostic information when they require higher authority or deeper technical expertise.
Key responsibilities
- Receive and log support requests, confirm user and client details, assess impact and urgency, and apply the correct case categorisation and priority.
- Provide first-contact troubleshooting for common user, Windows device, Microsoft 365, printing, connectivity, application and VoIP issues using approved procedures and knowledge articles.
- Resolve standard requests within documented permissions, including routine account, endpoint and software support tasks.
- Maintain accurate case notes, time entries, user communications, actions taken, evidence gathered, escalation details and resolution notes in Dynamics 365.
- Keep users informed at appropriate intervals, confirm service restoration, and close cases only when the outcome and resolution are clearly recorded.
- Review N-able alerts and managed checks, complete documented first-line actions, and route alerts requiring investigation or remediation.
- Escalate cases promptly when troubleshooting steps are exhausted, greater access is required, risk is identified, or the issue is outside first-line scope.
- Contribute fixes and clear procedural notes to the knowledge base and identify gaps in existing documentation.
- Support endpoint preparation, user onboarding and offboarding, client onboarding checks, stock handling and site visits where assigned.
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Role scope and escalation boundary
Owns initial assessment, routine diagnosis and standard resolution. The role does not independently approve or implement high-risk changes, make material configuration changes outside approved procedures, or retain cases that require specialist access. Escalations must include impact, urgency, symptoms, evidence, checks completed, results and the recommended next action.
Core competencies
- Customer-focused communication and confident call and ticket handling.
- Structured troubleshooting using documented steps and sensible evidence gathering.
- Working knowledge of Windows, Microsoft 365, endpoints, basic networking, applications and VoIP.
- Accurate use of Dynamics 365, N-able and approved support tools.
- Effective prioritisation, time management and willingness to ask for support early.
- Security awareness, confidentiality and least-privilege working.
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Development expectations
Progression is demonstrated through consistently strong case quality, increasing first-contact resolution, broader capability across the supported estate, reliable judgement about risk and escalation, and readiness to own more complex work. Development should include mentoring, internal learning, practical experience, vendor training and agreed certifications.
Security, compliance and operational requirements
- Follow CenCom security, compliance, access control, data protection, remote support and change processes at all times.
- Be eligible to work in the UK and provide relevant supporting documentation. The role may require DBS checks, background screening and attendance at client sites.
- Hold and maintain a full UK driving licence and promptly notify the company of any change that may affect the ability to drive for work purposes.
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