1st Line IT Support

Purpose of the role

We’re looking for a friendly, proactive 1st Line IT Support colleague to be the go-to person for day-to-day IT help across our sites. You’ll be the first point of contact for colleagues when something’s not quite working – whether that’s a forgotten password, a laptop issue, or getting connected to Wi-Fi.

This role is all about keeping our people connected, productive, and supported, while helping things run smoothly behind the scenes. If you enjoy problem-solving, helping others, and learning new things – you’ll feel right at home here.

What you’ll be doing:

You’ll be right at the heart of our IT support, helping colleagues and keeping everything ticking along:

• Acting as the first point of contact for all IT issues (phone, email, ticketing system)
• Logging, tracking and managing incidents and service requests in our helpdesk system
• Troubleshooting common issues across: Hardware (laptops, desktops, printers)Software (Microsoft 365, business systems)Network (Wi-Fi, VPN, connectivity)
• Resolving as many queries as possible at first contact
• Escalating more complex issues to the wider IT team or external support where needed
• Setting up and configuring devices for new starters (laptops, phones, tablets)
• Supporting user accounts (password resets, access requests, permissions)Assisting with IT inductions and onboarding
• Maintaining clear, accurate ticket updates and documentation
• Keeping asset databases up to date and monitoring device compliance
• Prioritising tickets based on urgency and business impact
• Helping troubleshoot AV/meeting room tech
• Triaging issues – asking the right questions, gathering symptoms, and managing expectations
• Following IT policies, security procedures, and best practices
• Delivering great service and clear communication every step of the way

What you’ll have:

We’re more interested in attitude and potential than ticking every box, but ideally you’ll bring:

Core knowledge:

• Basic understanding of Windows operating systems
• Experience with Microsoft 365 (Outlook, Teams, SharePoint)
• Awareness of Active Directory / Entra ID

It’s a bonus if you have:

• Basic networking knowledge (IP, DNS, DHCP)
• Experience with Intune or device management tools
• Previous helpdesk or customer service experience
• Familiarity with IT ticketing systems

And as a person, you’ll be:

• A natural problem-solver with a logical mindset
• Able to explain IT in a simple, friendly way
• Calm under pressure and good at juggling priorities
• Organised with great attention to detail
• Customer-focused and approachable
• Keen to learn, develop and grow
• Team-oriented with a positive, can-do attitude

What you’ll get in return:

In return for everything you can bring, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with plenty of opportunities

• A supportive, down-to-earth team where you’ll feel welcome from day one
• Opportunities to learn, grow and develop your IT skills
• Varied, hands-on experience across different systems and sites
• A role where you can make a real impact on colleagues’ day-to-day experience
• A friendly, inclusive environment where your ideas and input matter

Plus, enjoy a competitive rewards package including: