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1st Line Support Adviser

  • Location: Warwickshire
  • Salary: £18000 - £21000 per annum
  • Job type: Permanent
  • Sector: IT & Information Security


Capita IT Resourcing is currently recruiting for a 1st Line Support Adviser to join our Coventry-based client on a permanent basis. The successful candidate will provide technical support to customers and resolve issues in line with relevant Service Level Agreements and objectives.


Responsibilities for the role:
- Act as the initial point of contact for any customer issues and provide technical support to end users
- Gain an accurate understanding of user issues and requirements and appropriately transfer information to central knowledge systems
- Escalate tickets to the appropriate resolver group, 1st Line Leads and management in a timely fashion
- Accurately log, update and maintain incident records and tickets
- Follow incident and change management procedure in line with documentation
- Proactively review issue trends and raise awareness within the team
- Develop and maintain knowledge of customer IT systems
- Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
- Develop and maintain their own knowledge and skills in line with new technologies
Essential knowledge and skills:
- General knowledge of a variety of IT systems and how they are used within a business environment
- Knowledge and experience of:
- Microsoft Windows
- Microsoft Windows Servers
- IT Networking
- ITIL Framework
- Excellent understanding of customer service principles and how these are conveyed to customers

If you are interested in the role and would like to apply, please send me your CV in response to this advert for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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