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Service Desk IT Support Technician / Incident Technician - 1st Line

  • Coventry, England, United Kingdom
£23,750 - £25,000 per yearManaged Services

Job description

Are you looking for an IT Job? Are you interested in starting an IT Career?
A 1st Line Technical Support role is ideal for you to gain the knowledge and experience required to progress quickly.

An Incident Technician is responsible for handling service requests in a professional and timely manner. This is a fantastic opportunity for an ambitious individual who is looking to develop his or her skills in a dynamic environment. The opportunities to grow your career within a rapidly growing multi-faceted technology company are outstanding. We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms.

We've grown a lot since we got started back in 2010. From our humble beginnings of our CEO working out of his bedroom as a teenager, we're now one of the most respected and successful IT Managed Services companies in the UK. But we're not stopping there - we have big ambitions and can only make them happen if the people who work at LMS Group have big ambitions too. So, if you're the kind of person who rolls up their sleeves and gets stuck in, LMS Group might be just the place to kick-start or further build your career.


  • Increasing Holiday with length of service
  • Flexible, Hybrid Working
  • Annual Pay Reviews
  • Company Tesla Fleet
  • Modern Air-Conditioned Office & Fun Environment
  • Tiered Pension Scheme
  • Company EV Scheme
  • Company Pub with lunchtime activities- bar billiards, pub games
  • On-Site Parking (Free)
  • Microsoft Surface Laptop
  • Awesome Company Uniform
  • Cycle to Work Scheme
  • Mileage Allowance
  • Training & Career Planning
  • Birthday & Length of Service Rewards
  • Referral Bonus Scheme
  • Regular Funded Social Events & Company Quarterly Event
  • Funded Xmas Party

Job requirements

Basic Functions:

  • Provide basic phone and remote troubleshooting and support relating to technical issues involving
  • Microsoft Operating Systems, Office 365 Applications, Internet and Network Connectivity and Line of Business Applications.
  • Process assigned tickets, updating notes, adding time, escalating where necessary.
  • Following, updating and creating documentation relating to technical issues.
  • Resolving alerts created through our remote management and monitoring tool.
  • Working with the rest of the technical team to process tickets and provide resolutions.

Responsibility and duties:

  • Diagnosing, Troubleshooting, testing, repairing, and servicing hardware, networks, and phones.
  • Maintain a documentation library for the customers applications and bespoke infrastructure for use by the service desk teams.
  • Ability to diagnose and troubleshoot any technical problems and recommend lasting solutions.
  • Meet all scheduled appointments each day.
  • Make and take phone calls to provide customer service, liaise with 3rd party vendors where necessary.
  • Following company procedures and protocols.
  • Build positive relationships with customers.
  • Attend one-to-ones to provide clear feedback to allow personal development.
  • Assisting in project implementation, delivery, and overflow.

Absolute Requirements (Essential):

  • Previous IT Experience (work, or home lab related)
  • Good time management, attention to detail, clear communication, and good interpersonal customer service skills
  • Self-Motivated with the ability to work independently and as a team.
  • Experience working with Windows operating systems and Office 365.
  • Good English literacy and language skills, translating technical into plain English.
  • A trustworthy individual who is not afraid to ask for help if needed.
  • Confident decision-maker and able to demonstrate sound judgement.
  • Coventry, England, United Kingdom
£23,750 - £25,000 per year
Managed Services