1st Line Support

Responsible For

First point of contact for users requiring IT support services and preliminary investigation/information gathering

Key Purpose of Job

Perform 1st line duties for the Information Systems Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

Key Tasks

  • Receive calls from users in relation to any technical incident or query
  • Accurate logging of helpdesk submissions into the IS Group’s Service Desk tool
  • Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques
  • Monitoring of Service Desk email systems and phones - Taking calls to the Group’s DDI
  • Regular review of escalated tickets to ensure they are maintaining SLA’s
  • Administration of general IT activities, including documentation and procurement
  • Other tasks as directed by the Service Desk Team Leader/Head of IS



  • Diploma or NVQ in IT related or communications subject desirable but not essential


  • General experience with using computers
  • Previous customer facing role
  • Strong communications/telephone skills
  • Excellent customer service skills
  • Knowledge of Windows operating system
  • Knowledge of the Microsoft Office suite, primarily Word/Excel/Outlook
  • Good analytical and problem solving skills
  • Ability to work in a team environment
  • Ability to work under pressure

Part time 2 days per week, Thursday and Friday. Hours will be on a shift rota basis to cover a period between 8am and 6pm, with 1 week early starts and 1 week late starts


Guildford, Surrey

Required skills

  • Communications
  • Customer Service
  • Helpdesk
  • Microsoft Office
  • Problem Solving

Application questions

Are you looking for part time work?
Are you eligible to work in the UK?

Reference: 34824893

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