First Line Support

First Line Support Assistant

Location:

Nottingham
Salary:
Up to £28,000 dependent on experience

Hours:

37.5 hours per week (flexible hours)

A Nottingham-based organisation is currently seeking a First Line Support Analyst to join it's team. The successful candidate will provide first-line technical assistance, supporting users via phone, email, and live chat. This role requires a strong customer-focused approach, with responsibility for diagnosing and resolving incidents efficiently and professionally, aiming for first-time resolution wherever possible and in line with agreed service level targets.

This opportunity would suit a junior IT professional looking to develop their skills, a candidate with relevant IT qualifications seeking hands-on experience, or someone with existing first-line support experience looking to progress. Salary will be dependent on experience.

Key Duties and Responsibilities

Log, manage, and resolve incidents and service requests in line with internal processes
Ensure incidents and requests are handled within agreed service level agreements
Deliver a professional, consistent, and high-quality support service
Maintain a positive customer experience throughout support hours
Use knowledge articles, online resources, and team expertise to achieve first-time fixes where possible
Escalate issues to second- and third-line support teams or external providers when required
Contribute to the service desk knowledge base, identifying gaps and submitting new or updated documentation

About the Candidate
Experience in a first-line or relevant role
Strong communication skills with a customer-focused mindset
Enthusiastic about developing a career
Organised, proactive, and able to work effectively in a fast-paced environment

This is an excellent opportunity to join an organisation that values development and offers structured training and ongoing support