Service Desk Technician (1st Line Support), £30,000 per annum, Hertfordshire/HybridWe''re looking for a dynamic and proactive Service Desk Technician (1st Line Support) to be the frontline helper of our ICT support team. With over 2,000 users across 100+ locations, your work will make a real difference-every single day.You''ll be the go-to expert for resolving a wide range of technical issues-whether it''s a laptop glitch, a mobile device hiccup, or a software snag. You''ll support tools like Microsoft 365, Windows 11, and Android, and tackle everything from hardware troubleshooting to network connectivity challenges.But this role is more than just tech-it''s about people. You''ll translate complex IT speak into simple terms, always with a smile and a "can-do" attitude.Providing first-line support via phone, in person, and onsite at our head officeLogging and managing support tickets in our ITSM system with clarity and precisionTroubleshooting and resolving issues quickly, aiming for first-time fixesEscalating complex issues with detailed documentation to ensure smooth handoverDelivering exceptional customer service to colleagues and external partners alikeContributing to team meetings and continuous improvement initiativesSharing knowledge and best practices to help the whole team growGetting involved in exciting ICT projects and supporting wider service desk dutiesAbout youYou''ll have demonstrable experience in a similar role within a service desk or contact centre environ