1st Line IT Support
Contract Type:
Full Time
Location:
United Kingdom
Industry:
IT
Contact Name:
Contact Email:
Contact Phone
Published
05-Feb-2026
Role: 1st Line IT Support
Location: Reading, England
Salary: £27,000 p/a
Full-time: On-site 5 days in office
Role Description
The 1st Line IT Support role serves as the initial point of contact for internal users seeking assistance with IT issues. This position focuses on delivering fast, accurate, and customer‑centric support while ensuring issues are triaged effectively and resolved or escalated appropriately.
Full training will be provided as part of this role.
Key Responsibilities
Provide first‑line technical support for Bespoke Software, Microsoft products includingWindows 11, Microsoft 365 and Teams.
Provide support to end users using Bespoke Network Management platform, system training will be provided with the role.
Diagnose and resolve basic hardware, software and network issues.
Log, categorize, and prioritise incoming incidents and service requests.
Deliver clear, friendly, and professional communication to end users, ensuring a positive support experience.
Follow established troubleshooting workflows and knowledge‑base articles to resolve issues efficiently.
Escalate incidents to IT Support Manager with detailed diagnostic notes.
Support user onboarding activities such as account creation, license assignment, and access provisioning.
Skills & Experience
Knowledge of Microsoft 365 fundamentals (Outlook, Teams, OneDrive, SharePoint).
Basic knowledge of Azure Active Directory
Demonstrate an ability to diagnose common network issues.
Basic understanding of WiFi technology and ability to diagnose issues.
Excellent communication and customer‑service skills.
Ability to follow structured troubleshooting steps and work under time pressure.
Between 6 months to 1 years of experience in an IT Support or Helpdesk role.
What Success Looks Like
Fast, accurate resolution of common issues.
High customer satisfaction and clear communication.
Ability to work both independently and within a small team.
Consistent, high‑quality documentation and adherence to support processes.
Qualifications
· GCSEs or equivalent (including English and Maths).
Working Hours
Monday to Friday, 08:30 - 17:00
