1st line support Work, Jobs in Risley, Dby (with Salaries)

Senior 1st Line Support
VINCI Construction —Risley
- Mentoring
- SharePoint
- Training & development
- Annual leave
- Employee assistance programme
14d
IT Apprentice
Redhill Academy Trust —Nottingham
- £8.00 - £12.71 an hour
- School
- Annual leave
- Employee assistance programme
Operations Crew
Legends Global (Europe) —Derby
- Weekend availability
- Communication skills
IT Support Technician
Complete Computer Solutions —Derby
- From £25,000 a year
- Overtime
- English
- SharePoint
- In-person
- Free parking
- Annual leave
Quick apply
6d
IT Engineer (MSP)
Mark1 IT Solutions Ltd —Melton Mowbray
- £36,000 - £40,000 a year
- Weekend availability
- Travel
- In-person
- Up to 25% travel
- Free parking
- Paid training
Quick apply
4d
Adviser Onboarding Officer
Mortgage Advice Bureau —Derby
- £27,000 a year
- Full-time
- Hybrid work
- Microsoft Office
- Annual leave
- Employee discount
Quick apply
6d
IT Support Technician
iZan Business Solutions —Newark-on-Trent
- £24,000 - £29,000 a year
- Full-time
- Microsoft Outlook
- Computer literacy
- English
- Free parking
- Annual leave
Quick apply
1st/2nd Line IT Support Analyst
HealthNet Homecare —Swadlincote
- £28,000 a year
- Full-time
- Azure
- Windows
- Analysis skills
- Employee discount
- Referral programme
2nd Line Desktop Support Technician
Hastings Direct —Leicester
- Full-time
- Hybrid work
- Annual leave
Digital Content Writer
Mortgage Advice Bureau —Derby
- Up to £40,000 a year
- Full-time
- Hybrid work
- Organisational skills
- Analytics
- Annual leave
- Employee discount
Quick apply
4d
Subsidence Claims Handler
Hastings Direct —Leicester
- Full-time
- Hybrid work
- Organisational skills
- Communication skills
- Annual leave
ICT Technician
Redhill Academy Trust —Arnold
- £21,904.27 - £26,141.85 a year
- School
- Annual leave
- Employee assistance programme
Domestic Abuse Referral and Assessment Worker
NIDAS —Rainworth
- £25,628 a year
- Part-time
- Experience working with children
- Bachelor's degree
- Communication skills
- Health & wellbeing programme
- Flexitime
Quick apply
Junior Application Developer - (3-month fixed term contract)
Potter Clarkson —Nottingham
- Full-time
- Hybrid work
- Azure
- Computer Science
- Engineering
Quick apply
Technician: 2nd Line Technical Support
Vision West Nottinghamshire College —Mansfield
- £26,792 a year
- Full-time
- Travel
- Computer networking
17h
IT Support Technician
Elevate Technology Group —Chesterfield
- £27,000 - £32,000 a year
- Azure
- Windows
Customer Experience Consultant (Supply Chain Planning)
Maersk —Derby
- Full-time
- Microsoft Word
- Analysis skills
- Continuous improvement
- Annual leave
- Employee assistance programme
Compassionate Arts & Crafts Group Facilitator
Nottinghamshire Hospice —Nottingham
- £13.10 an hour
- Hospice
- Free parking
- Annual leave
13d
3rd Line Patch Analyst
Computacenter —Nottingham
- Full-time
- Communication skills
4d
Student Activities Development Coordinator
University of Leicester Students' Union —Leicester
- From £26,228 a year
- Full-time
- Customer service
- Bachelor's degree
- Organisational skills
- Health & wellbeing programme
Quick apply
4d

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1st line support jobs near risley, dby

Senior 1st Line Support

VINCI Construction -
Risley

Apply Now

Job details

Permanent
14 days ago

Benefits

Annual leave
Company pension
Employee assistance programme

Qualifications

Technical troubleshooting
Customer service call handling
ITIL Certification
Incident queue management
GCSE
Mentoring junior staff
IT service management
Ticket management
Staff training
CompTIA Network+
Ticket management systems
Mentoring
Technical support incident logging
SharePoint
Technical writing
Customer support
NVQ
Professional development mentoring
Customer interaction
Training & development
AI
PowerShell scripting
PowerShell
CompTIA A+
Help desk

Full job description

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.

. Company Pension Scheme
. Private Medical Scheme
. Employee share scheme
. 25 days holiday (increasing to 26 days after 5 years’ service and increasing by 1 day each year up to 9 years service finishing on 30 days annual leave
. Option to buy, sell and carry over annual leave
. Personal Development & Further Education Support
. Long Service & Recognition Awards
. Free Employee Assistance Programme
. 18 Weeks Full Maternity Pay* (+21w SMP)
. Paternity leave

After 1 year of service.

About SFITUKSFITUK is the internal IT company for a large global construction company that specialises in soil, structural and nuclear engineering operating in over 100 countries. But we're more than one of the worlds leading construction companies. At SFITUK we're dedicated to building a culture that is a Great Place to Work. Where you are empowered to push the boundaries of your knowledge and skills in Information Technology to help unleash your full potential. There is no better place to work in within IT in the North West that will offer you challenges and opportunities that are part of a leading global organisation to keep you challenging yourself during your career at SFITUK. SFITUK is an inclusive culture that champions diversity and collaboration and are committed to lifelong learning, growth and development of all of our team.

Apply Now

Refine Your Search

1st line support jobs in risley, dby

Senior 1st Line Support

IT Apprentice

Operations Crew

IT Support Technician

IT Engineer (MSP)

Adviser Onboarding Officer

IT Support Technician

1st/2nd Line IT Support Analyst

2nd Line Desktop Support Technician

Digital Content Writer

Subsidence Claims Handler

ICT Technician

Domestic Abuse Referral and Assessment Worker

Junior Application Developer - (3-month fixed term contract)

Technician: 2nd Line Technical Support

IT Support Technician

Customer Experience Consultant (Supply Chain Planning)

Compassionate Arts & Crafts Group Facilitator

3rd Line Patch Analyst

Student Activities Development Coordinator

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