First Line Support

Salary: £22,568 – £26,436.80

The successful candidate will be providing first line IT support to internal users across SCG, acting as the initial point of contact for all IT related queries and issues.

Responsibilities

• Providing first-line IT support to internal users, acting as the first point of contact for IT queries, issues, and requests.
• Logging, categorising, and prioritising tickets accurately according to defined processes.
• Resolving first-line issues where possible, escalating to Second Line Service Desk or other teams when required.
• Supporting the wider Service Desk team in ensuring the Service Desk operation is fit-for-business and delivers high-quality support.
• Assisting with end-user computing activities including endpoint protection, software deployment, patch management, and identity and access administration.
• Contributing to user training and support activities to help users utilise IT systems effectively.
• Supporting asset management processes and contributing to end-user documentation.
• Supporting EUC endpoint protection activities by ensuring end-user devices are covered by protection software.
• Assisting with software deployment activities, rolling out EUC software to users and supporting EUC patch management activities.
• Supporting identity and access administration activities in compliance with defined IAM policies, such as password resets and account provisioning.
• Staying informed about SLA targets and working to achieve them.

• Good communication skills, with the ability to communicate technical subjects in non-technical ways to users.
• A customer-focused approach with a commitment to delivering excellent service.
• A foundational understanding of IT support principles and common end-user computing technologies.
• The ability to follow documented processes and procedures accurately.
• Strong problem-solving skills and an ability to diagnose common IT issues.
• A willingness to learn and develop technical skills.
• The ability to work effectively as part of a team.

• 25 Days Holiday
• Birthday Day Off
• Buy Holiday Scheme
• Career Development and Progression Opportunities
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• SCG Mobile Benefit
• Employee Referral Bonus
• Annual Salary Reviews
• Pension Scheme
• Onsite Canteen (offering free croissants and free freshly made soup daily)
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.