1st Line Helpdesk Support - Surrey

  • Job Reference: HQ00016032
  • Date Posted: 13 February 2019
  • Recruiter: E-Resourcing
  • Location: Epsom
  • Salary: £20,000 to £25,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

1st line support - Microsoft Windows and Active Directory

Experience required:

  • 2 3 years' experience in a busy 1st/2nd line technical helpdesk role
  • Knowledge of MS Office, Outlook, Windows 7/10
  • Active Directory, PCs and iPhone/iPAD Hardware
  • Good written communication
  • Excellent troubleshooting skills
  • Good workload management and prioritisation skills
  • Enthusiastic with a "can do" attitude and a willingness to help others


  • Record and resolve IT issues raised by computer users, achieving the agreed first line fix target, and escalating to specialist hardware and software support teams where appropriate.
  • Work on service requests and tasks adhering to agreed time scales, SLA's and quality standards.
  • Accurately record all telephone calls, customer visits, Self-service Portal and emails using Service Now ITSM, ensure proper recording and additional documentation is included in all incidents
  • Escalate accurately recorded issues with details of all triage steps carried out to specialist hardware and software support teams or departmental managers as appropriate