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• 1st Line IT Support Engineer (Hybrid) based in Salford, Manchester


• Offering £31,000 per year

About Our Client

Our client is working as a multi-award winning social housing provider. They're working in the industry of Property and Housing with offices based in London and Manchester since 2007. Also, they have a range of challenging and rewarding careers on offer. If you're passionate about supporting the public sector to combat the climate crisis, then apply our 1st Line IT Support Engineer role!

Job Description

The key responsibilities are;

• Act as the main point of contract for the Service Desk ensuring high standards of customer service are provided


• Support the Service Desk Manager to conduct and review satisfaction information for ICT to improve performance and service standards


• Support the Service Desk Manager to conduct annual ICT skills audit and work with key stakeholders to address training needs


• Ensure compliance to data protection regulations and ICT Security standards


• Ensure compliance to ICT service level agreements, policies and procedures


• Support the Service Desk Manager to maintain accurate records for assets and applications


• Log all incidents and service requests and allocate and categories and priorities


• Provide first line (Tier 1) investigation and diagnosis


• Resolve incidents and service request at first point of contact, where possible


• Escalate incidents and service requests to other parties to resolve within agreed timescales


• Ensure users are informed of progress


• Close all resolved incidents, service requests and other calls


• Respond to, and support the management of, system access requests


• Support new concepts and ways of working within the business, learning lessons from innovative and effective practice from other businesses and sectors


• Support the Service Delivery Manager to review and analyse service requests to identify patterns and trends to inform and deliver recommendations to improve service provision

The Successful Applicant

To be successful in this 1st Line IT Support Engineer role, you'll:

• Excellent interpersonal skills


• Excellent customer service skills


• Excellent technical awareness


• Experience with Azure & Active Directory and Admin of MS 365


• Experience with building hardware and Intune


• Understanding of ITIL Environment


• Understands the importance of ICT in business delivery


• Ability to advise, interact and build good working relationships with internal customers


• Takes responsibility for auctioning service requests to a high standard and in a timely fashion


• Displays a positive attitude towards service users, ensuring customer service is high on the team's agenda


• Ability to maintain asset and application records accurately


• Ability to investigate and diagnose service user requests


• Ability to setup, configure and maintain IT equipment and applications


• Ability to undertake minor repairs to PC's, laptops and accessories as appropriate


• Ability to advise service users confidently on appropriate courses of action to resolve issues


• Good oral and written communication skills

What's on Offer

Salary and Benefits:

• 31K per year


• Guaranteed 12 months contract


• Generous annual leave


• Hybrid working


• Pension scheme


• Employee assistance programme


• Life assurance cover


• Employee benefits


• Enhanced maternity leave


• Paternity leave


• Bereavement leave


• Cycle to work scheme


• Health care services scheme


• Flu vaccination


• Eye test contributions


• Shared parental leave


• Annual season ticket loan


• Well-being initiatives


• Training and development opportunities