Love solving problems and helping people? Join us as a Service Desk 1st Line Technician - the friendly first point of contact for all things tech!
You’ll be the voice (and brain) behind quick, accurate case logging, speedy triage, and keeping customers in the loop every step of the way. From answering queries to coordinating rapid responses, you’ll make sure every interaction feels effortless and professional. If you’re organised, tech-savvy, and thrive on delivering top-notch customer service, this role is your chance to shine.
Hours: 35 hours per week
Shift pattern: Monday - Friday, working 7-hour shifts between 9am - 5pm with 1 hour unpaid lunch
Salary: £25,500 per annum
Location: Office-based, New Milton, Hampshire
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date: 28th September 2026
161 hours holiday rising to 175 hours with length of service, plus bank holidays
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking
You’ll be someone who takes pride in delivering great customer service and enjoys solving problems. You don’t need to know everything on day one — what matters most is your attitude, curiosity and willingness to learn.
You’ll bring:
A positive, can‑do attitude and a genuine interest in helping people
Strong communication skills, especially when speaking with customers
An empathetic and professional approach, even in pressured situations
A sense of ownership and pride in the quality of your work
Confidence explaining technical issues in simple, clear language
Good organisation skills and the ability to juggle multiple tasks
Initiative when troubleshooting and solving problems
A flexible approach and openness to learning new skills
We’re looking for a customer‑focused Service Desk Technician (1st Line) to join our Service Desk team. This role is the first point of contact for digital support queries received via phone, email and online forms, playing a vital part in ensuring customers receive prompt, accurate and empathetic support.
You’ll log, triage and manage support cases through our case management system, resolve issues where possible and escalate more complex problems to the appropriate teams. Alongside technical troubleshooting, you’ll build strong relationships with customers, keep them informed of progress and help maintain high service standards across the business.
This is an ideal role if you enjoy problem‑solving, working with technology and helping people in a fast‑paced, service‑driven environment.
As a 1st Line Service Desk Technician, you’ll be responsible for:
Acting as the first point of contact for digital support queries
Logging, managing and progressing support tickets in line with agreed SLAs
Providing first‑line technical support and initial fault diagnosis
Asking targeted questions to quickly identify root causes of issues
Talking customers through solutions via phone, email or chat
Escalating unresolved issues to internal teams or third‑party providers
Monitoring system and platform performance and raising concerns where needed
Carrying out routine system checks and logging issues as required
Maintaining accurate documentation, notes and support processes
Managing multiple cases at once while maintaining service quality
Participating in an out‑of‑hours on‑call rota
Find out more about the department here!
Essential
Experience in a busy, customer‑facing role
Experience carrying out general administrative tasks
Ability to diagnose and troubleshoot basic technical issues
Strong problem‑solving and communication skills
Confidence providing step‑by‑step technical guidance to non‑technical users
Comfortable using Microsoft applications such as Word, Excel and Outlook
Desirable
Experience in a 1st Line IT / ICT support role
Awareness of the Telecare industry or related environments
Knowledge of telecare systems, standards or processes
Experience with cloud telephony
Ability to produce clear, concise technical documentation
We're excited you're interested in joining us! To help us find the best fit for both the role and our team, we've designed a recruitment process that's engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.
Here's what you can expect:
CV Screening We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.
TestGorilla Assessment (Approx. 40 minutes) Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!
Informal Chat A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
Thomas Assessment (Approx. 1 hour) This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you!
Face to face Interview The final stage of the recruitment process, a formal interview gives us the opportunity to take a deeper look at your suitability for the role. By this stage, we have already reviewed your application and any earlier assessments, the interview then allows us to explore your experience, skills, behaviours and motivation in more detail.
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself!
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
