Job Title: IT Service Specialist (1st Line Support)
Location: Glasgow area, UK
Working Pattern: Monday to Friday, Full-Time
Contract Type: Permanent
About the Role
We are seeking a motivated IT Service Specialist to join our Service Desk team as the first point of contact for all IT-related queries. You will play a key role in ensuring the smooth operation of end-user systems by providing timely support, resolving technical issues, and delivering a high standard of customer service.
This is an excellent opportunity for someone looking to develop their IT support career within a collaborative and fast-paced environment.
Key Responsibilities
You will be responsible for handling incoming IT service requests via multiple channels including portal, email, phone, and chat. The role involves diagnosing and resolving known technical issues, as well as investigating and troubleshooting new problems in line with established procedures. Where necessary, you will escalate more complex issues to second-line support teams, ensuring all relevant details are clearly documented.
You will monitor assigned tickets through to resolution, maintaining accurate records and contributing to internal knowledge base articles. A strong focus on customer satisfaction is essential, ensuring clear communication and timely updates to users.
The role also includes supporting onboarding and offboarding processes, such as account setup, access management, and equipment provisioning. You may also collaborate with wider IT teams on projects and service improvements.
Skills and Experience
Essential:
You should have at least one year of experience in a technical support or service desk role, with a solid understanding of computer hardware, software, and basic networking. Strong communication skills are important, along with the ability to troubleshoot and resolve technical issues effectively.
Desirable:
An understanding of ITIL practices (such as ITIL v4 Foundation) would be beneficial. Exposure to Microsoft 365 administration or networking certifications (such as CCNA) is advantageous. Experience working in regulated industries would also be helpful but is not essential.
What We’re Looking For
We are looking for someone who demonstrates strong problem-solving ability, can work effectively under deadlines, and pays close attention to detail. You should be comfortable collaborating with colleagues across IT teams and communicating with users at all levels.