Platform Support First Line Associate
IT Department | Reports to: Service Delivery Manager
- Fixed term contract: 6 months (end date: 31/10/2026)
- Hours: Monday to Friday, 9:00am-5:00pm (35 hours per week)
- Salary: £23,918.08 per annum
In this role, you’ll handle first-line support queries via phone, email, and ticketing systems, ensuring every interaction is managed efficiently and professionally. You’ll play a key part in delivering a seamless support experience while developing your technical skills through collaboration with Tier 2 support teams.
Key responsibilities
- Act as the first point of contact for all support queries (calls, emails, tickets)
- Triage and manage incidents through to resolution or escalation
- Ensure service level agreements (SLAs) are consistently met
- Escalate complex issues to Tier 2 support when required
- Maintain accurate and concise documentation of all interactions
- Support administrative and clerical tasks within the Service Delivery team
- Work closely with internal teams and external stakeholders to resolve issues
- Continuously build your knowledge base and improve customer experience
What we’re looking for
Skills & Competencies
- Strong customer service mindset with a professional approach
- Excellent communication skills (written and verbal)
- Ability to take ownership of incidents from start to finish
- A proactive, curious attitude with a willingness to learn
Essential Experience
- Experience in IT first-line support
- Basic working knowledge of Microsoft Office (Excel, Word)
Desirable
- Experience with financial systems support
- Familiarity with ServiceNow or similar platforms
Our Culture
At AutoProtect Group, we put colleagues first and encourage growth, ambition and development. Our values are:
- Stronger Together
- Respectful
- Bold
- Agile
- Make it Happen
If you’re ready for a new challenge, we’d love to hear from you.
Recruitment Process
- Submit your CV
- If shortlisted, a 20-minute pre-screen call with our People Team
Job Types: Permanent, Fixed term contract
Pay: £23,918.08 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Referral programme
Application question(s):
- Will you now or in the future require a visa sponsorship to work in the United Kingdom?
- This role is office-based in Harlow, Monday to Friday. Please confirm your typical one-way commute time to our office location.
Experience:
- Microsoft Office: 1 year (required)
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
