Service Desk Associate / 1st Line Support Mansfield, hybrid 1 day per week in the office for meetings etc £25,000 - £27,000 plus on-call allowance 37.5 hours - Monday Friday, plus 1 in 3 on-call weekends Overview - Service Desk Associate / 1st Line Support The Service Desk Associate role provides 1st technical support to external customers, helping resolve day to day IT issues and service requests. This role is key in delivering a positive support experience and ensuring problems are accurately logged, triaged, resolved or escalated. The role includes working with end users, customer based IT teams and assisting with various systems and technologies. Key Duties and Responsibilities - Service Desk Associate / 1st Line Support Respond to incoming support requests (phone, email, and ticketing systems.) Log, categorise, and prioritise tickets following agreed SLAs. Provide first-line technical support for everyday IT issues, including password resets, software errors, printing problems, and basic hardware troubleshooting. Assist in resolving issues with email, internet connectivity, remote access, and desktop configuration. Work closely with senior engineers to escalate complex incidents Communicate regularly with users and customer-based IT teams Support user onboarding tasks Maintain accurate ticket records and internal documentation Identify patterns in recurring issues and escalate tfor further investigation. Contribute to a culture of excellent customer service and teamw