First Line Support Associate
| Posting date: | 20 January 2026 |
|---|---|
| Salary: | £29,651.00 to £31,312.00 per year |
| Additional salary information: | £29651.00 - £31312.00 a year |
| Hours: | Full time |
| Closing date: | 03 February 2026 |
| Location: | Orpington, BR6 0JA |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | B9848-26-0021 |
Summary
Log detailed and accurate reported events, incidents and service requests on the service desk (ITSM) tool. Investigate support issues and escalate as and when required to the Service Desk Manager (SDM) or other teams as appropriate. Update and action assigned tickets in a timely, accurately classified and appropriately detailed manner. Assure that the agreed SLA are being met for all the tickets. Undertake daily morning checks assigned to the Service Desk when requested to do as well as weekly, monthly and quarterly checks and audits. Contribute to service improvement, making suggestions to optimise performance and automation within the Service Desk. Provide prompt feedback and updates on requests to service users. Using effective written and verbal communication skills, explain complex IT solutions in a polite, clear and comprehensive manner that all users are able to understand. When required, assign reported incidents and service requests to the relevant internal or external product specialist, for 2nd or 3rd line support. Work with these teams to research and provide solutions to complex technical problems. Learn from and use this expertise in future to benefit customers and the Service Desk team. Liaise with 3rd party suppliers involved to fix outstanding issues and provide feedback to the customer. Escalate outstanding issues to 2nd and 3rd line support. Support user management and JML (joiner, mover and leaver) processes, including corporate induction day support. Provide reports, using the ITSM software, for the SDM and other senior staff as and when requested. Support users on the external network on the phone and using remote control software. Assist the SDM in managing daily backups and file restorations. Contribute to creating and updating knowledge base articles and SOPs. Be largely responsible for managing their own workload and working with minimum supervision from their line manager. Undertake other responsibilities from time to time as agreed with the IT Service Desk Manager. Able to work during the service desk support hours in your assigned shifts on a rota basis, including, if required, weekend and evening shifts.