IT support - 1st line

Location: Sutton Coldfield
Job Type: Permanent
Discipline: Infrastructure and Support
Reference: HMC2
Salary: £18000 - £22000 per annum, Benefits: Excellent
Company with over 35 years experience in their sector seeking a resourceful Level 1 Service & Support Advisor to provide high quality technical support, advice and guidance to customers regarding a range of products. In order to be a great fit for this role, you will need the ability to adapt to rapidly changing circumstances and have established communication and technical skills.

Roles and Responsibilities:

- Management of customer issues through to resolution, management of regular service pack and project releases and internal support management.
- Handling of customer requests via email, telephone or web portal alongside a team of support analysts.
- Providing the Customer with timely and accurate updates, usage advice and guidance.
- Identifying and managing appropriate priorities and required actions.
- Co-ordinating all assigned calls and tickets throughout the support and remediation lifecycle.
- Management of product releases and enhancements for clients.


- Strong IT skills with experience of using Microsoft Windows (XP, 20xx, Windows 7/8) and Microsoft Office (Word, Excel, PowerPoint)
- Prior experience in support/helpdesks.
- Excellent client facing skills with a strong customer service ethic.
- Strong Problem Solving, Communication and Time Management skills.


- IT Graduate/experience in similar support role.
- Basic SQL/C# experience


- 25 days holiday plus bank holidays
- Flexible working arrangements
- Pension scheme
- Paid training and qualifications
- Regular salary reviews

If you have a passion for providing an exemplary customer service experience and are interested in working with an innovative company, do not hesitate to get in touch!

When submitting your application to Colossus Associates, please ensure you have your correct phone number and email address so we can contact you asap regarding your application. For confidentiality purposes, please remove any reference contact phone number's and email address details from your CV.