Purpose of the Role:
The Senior 1st Line Support is a hands‑on member of the Service Desk team, providing 1st line support to users across the UK platform and handling tickets from calls, emails, and the ITSM system alongside the 1st Line Support agents.
In addition to day‑to‑day ticket handling, the role acts as the first technical escalation point and day‑to‑day mentor for the 1st Line Support agents, raising the quality of investigation, driving first‑time fix, and promoting a proactive and innovative approach to resolving tickets within the team. This is a technical role and does not include team leader or line management responsibilities.
Key Responsibilities:
- Provide 1st line support for all SFIT users in the UK platform, managing tickets from calls, emails, and the ITSM system in line with business KPIs.
- Approach tickets proactively and analytically, thinking issues through and applying structured investigation and diagnostics to maximise resolution at 1st line.
- Act as the first technical escalation point for 1st Line Support agents, working tickets alongside them before any escalation to 2nd Line Support.
- Review tickets proposed for escalation to 2nd Line Support to ensure all appropriate 1st line troubleshooting has been completed and documented.
- Mentor and develop 1st Line Support agents through day‑to‑day coaching, shoulder‑to‑shoulder troubleshooting, and constructive feedback on ticket quality.
- Champion first‑time fix and support the Service Desk goal of resolving 95% of eligible tickets at 1st line.
- Work closely with the Service Desk Administrator on escalation handling, backlog reduction, and customer feedback follow‑up.
- Ensure tickets are documented to a high standard, with clear troubleshooting notes, accurate categorisation, and timely updates to users.
- Create, maintain, and quality‑review knowledge articles to support 1st line resolution and consistent working practices.
- Identify opportunities to script, automate, or improve repetitive day‑to‑day tasks and requests, engaging with relevant teams to implement solutions that close tickets faster and to a higher quality.
- Make effective and appropriate use of available tools, including AI assistants, to support investigation, resolution, and knowledge creation, and promote the same proactive, innovative mindset within the 1st Line team.
- Provide cover for 1st Line Support agents during leave, sickness, and site visits, helping maintain HQ desk coverage.
- Act as a point of technical guidance at HQ when 2nd Line Support are unavailable or based off‑site.
- Support the onboarding, training, and development of apprentices and new starters within the Service Desk.
- Support major incident response through call handling, triage, and communication when required.
- Build and supply hardware as required.
- Contribute to and lead projects within the operations teams.
- Promote a high standard of customer service and professional communication across
Experience:
Essential: Minimum of 2 years’ experience working within a Service Desk or IT support environment, managing tickets within an ITSM tool.
- Strong, methodical troubleshooting and investigation skills, with a proactive approach to ticket ownership, follow‑up, and resolution.
- Excellent customer‑facing and interpersonal skills, with the patience and willingness to coach and develop junior colleagues.
Desirable:
- Experience mentoring, buddying, or supporting the development of junior staff or apprentices.
- Experience supporting a Microsoft 365 environment (e.g. Entra ID, Intune, Teams, SharePoint).
- Experience creating or maintaining knowledge base articles and support documentation.
- Experience with scripting or automation (e.g. PowerShell, Power Automate) or using AI tools to support ticket resolution.
Qualifications:
Essential:
- GCSE passes in English, Mathematics, and a science, with strong literacy and numeracy skills.
- Competent in the use of Microsoft operating systems, Microsoft 365, and Service Desk / ITSM tools.
Desirable:
- ITIL Foundation certification.
- Technical certifications (e.g. CompTIA A+, Network+, Microsoft fundamentals) or NVQ qualifications in a computing subject, or equivalent.
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