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1st Line Support

Location: Kent Salary: £17000 - £22000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Nick Walmisley

1st Line Support - £18,000 - £22,000

If you want to progress a career within IT then look no further, as I am working on a 1st Line Support role with my well-respected client in Kent. In this role you will, provide 1st line support to customers for a range of queries including IT services and telephony. This role is ideal for someone with good customer service skills as you will be the first point of contact.

Principle Duties/Responsibilities

  • To provide 1st line support to customers for Telephony, Data and IT Services.
  • To understand and confidently investigate LAN faults in relation to DSL Broadband installs, telephony and IT set up.
  • Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress.
  • Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
  • To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
  • To adhere and contribute to the company's quality system and processes, and their maintenance.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.


  • 1st line / Service Desk Support Experience
  • Experience with Office 365
  • Strong customer service ability
  • Good interest in IT
  • Enthusiastic to learn

This role is perfect for someone looking to grow their IT career in a fast paced environment where you will learn from a range of experienced professionals.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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