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First Line Support Agent

Date Posted: 19th June 2022
  • Job Ref: 593
  • Job Type: Permanent
  • Location: Basildon
  • Salary: N/A

Job Description

One to One are proud to be working with a prestigious financial service organisation for the hire of a 1st Line Support Agent. 

Reporting to the IT Manager you will be responsible for providing first level support to the internal user base, including taking calls and handling logged support tickets using the internal IT ticketing system or in person service requests, in line with Service Desk policies.


Key Responsibilities will include: 

  • Be the first point of contact for incoming calls and issues.
  • Receive, log, and manage calls, emails, and service desk tickets from internal staff.
  • Escalate unresolved calls.
  • Provide employees with regular updates on the progress of the service requests.
  • Maintain an Asset Database and track the changes.
  • Support colleagues with requests for reports and additional information, when required.
  • Report to the IT Manager on any issue that could significantly impact the business.


Key skills:

  • Windows 10 & 11.
  • Mobile Phone management (IOS and Android).
  • Applications support.
  • Windows Server knowledge (2012, 2016 & 2019).
  • Understand user Admin in Active Directory.
  • Understand Networking.
  • Print management.
  • Hardware management & build.


The ideal candidate will have previous experience working in a busy IT Service Desk. You will be a self-motivated achiever who gains satisfaction from providing excellent customer service and have excellent communication skills and telephone manner.

Due to the nature of the role, there may be a requirement to attend other sites. Therefore, a full driving licence and access to a vehicle will be essential.

May also include occasional out of hours work, depending on the needs of the business.