1st Line Support

IT Service Desk 1st Line Support - Preston

Ref: 45| Posted: 2nd Jul 2019

This vacancy is now closed





The Role:

We are looking for a 1st Line Support agent to join our busy IT department at our Preston site. Reporting to the IT Service Desk Manager, your main roles will be to provide a professional and customer-focused service for all our users.

You will need to effectively record all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards and provide on-site cover for the whole of the UK as per business requirements.


Key tasks and responsibilities:

  • To be the first point of contact into the IT department, providing the requisite number of hours of cover to the support hours required by the business

  • Respond to calls related to all IT queries, requests, hardware/software issues and problems via a variety of sources (Telephone, Email, Web Portal) and log those contacts in the appropriate Service Management tool.

  • Manage contacts logged in the Service Management tool, either in person by or via escalation to the appropriate team or person, ensuring that the “customer” is set the correct expectation in terms of actions required, timescales, and follow through, to ensure customer expectations are met.

  • Ensure incoming contacts are logged accurately and that sufficient information is acquired to achieve a restoration service in as soon as possible.

  • Monitor Service Desk calls to ensure where possible they are closed within agreed SLA’s.

  • To contribute to overall achievements of service levels by maintaining agreed personal targets and assisting in ensuring SLAs and KPIs (Key Performance Indicators) are met.

  • Manage communications around updates, major incidents and initiatives for IT services into the Baxi UK IT user community.


    Knowledge and Experience:


  • Educated to a reasonable academic level.

  • Basic Hardware Understanding

  • Knowledge of Microsoft Office Applications and basic knowledge of Desktop operating systems (Win7, Win10).

  • Strong interpersonal and communication skills, particularly customer facing skills including listening skills and an excellent telephone manner.

  • Experience of working in a customer support environment.

  • Problem solving and analytical skills.

  • Ability to work effectively as a member of a team whilst able to understand instructions and use own initiative to work with minimum supervision.

  • Ability to follow procedures.

  • Able to assess business priorities and prioritise IT support logs.

  • Able to assess the business impact of hardware and software downtime, and schedule work or respond to customer requests accordingly.

  • Basic hardware understanding

  • Willingness to learn and be flexible




  • Frequent contact with and management of IT service providers at all levels.

  • High-level and detailed commercial contract negotiation with IT service providers.



  • Regular contact with all levels of staff on the Baxi UK sites, from Director down.

    Regular contact with the UK IT Management team and other members of the Baxi UK IT team.


    Does this sound like you? If so we would love to hear from you! If you think you have what it takes then please apply via the link below:



Closing date for applications: Friday 3rd May