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• Salary up to £20,000 per year


• Great opportunity in IT

About Our Client

My client provides comprehensive distribution services to over 45 publishers, many of which are third party clients from outside group. They ship over 60 million books globally each year and supply one out of every four books to the UK trade. They are based in London.

Job Description

The successful 1st Line Tech Support - Publishing Group will

• Provide outstanding customer service to all customers and ensure they receive an amazing experience in every contact with the IT Service Desk.


• Deal with inbound calls and emails from customers with technical issues and requests in a timely manner, capturing detailed information into the IT Service Management tool for each call.


• Ensure that tickets are logged, prioritised and categorised correctly.


• Manage personal workload, ensuring that all tickets are updated regularly.


• Provide 1st line technical support as required offering assistance and solutions with First Contact Resolution provided wherever possible.


• Ensure that relevant calls are escalated to the correct team/resource in a timely manner with the appropriate information.


• Ensure that procedures are followed correctly to ensure a consistent approach to support across the team (eg: for new starters and leavers, PC/laptop builds, call handling, etc).


• Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication point and ensuring that calls are only set to 'resolved' on confirmation from the customer.


• Work well with other team members and other teams as required.


• Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.


• Although this role is predominantly telephone based, it will also be a requirement to visit customers at their desks to give face to face support as and when required.


• Deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary.

The Successful Applicant

The successful 1st Line Tech Support - Publishing Group will

• Excellent customer service.


• Strong written and verbal communication skills - both face to face and over the telephone.


• Clear and concise telephone communication is essential.


• Keen focus on attention to detail.


• Ability to deliver first call resolution to non-office-based customers. Perform triage with limited knowledge of the Customer's environment.


• Troubleshooting and administration skills for laptops, desktops, tablets, smart phones, printers, Microsoft Windows (Windows 10), MAC OS and Microsoft Office.


• Familiar with Microsoft Office 365 suite; Teams, Sharepoint, OneDrive, Threat Management and PowerAutomate.


• Familiar with Adobe Creative Cloud applications and Fonts.


• Basic understanding of networking, particularly Local Area Networks, plus DNS and DHCP.


• Self-motivated professional with ability to work both alone and as part of a team.


• Possess strong problem-solving and analytical skills.

What's on Offer

Salary up to £28,000 per year. Great starting point for your IT career. Office work in London.