1st Line Support

Please see below a brief job description, for full job description please contact Bristol Office Angels interviews are likely to take place on Monday 11th January with the role starting ASAP on Tuesday 12th January.


Need experience of:


Windows 10


Office 2013 and/or 365


Active Directory


Need to have good experience of working in an IT helpdesk environment, good communication skills and be able to start as soon as possible.



  1. To work with the IT support manager and the rest of the IT support team to deliver an efficient, customer-focused IT helpdesk service within agreed SLAs and meeting or exceeding relevant KPIs.

  2. To respond to incoming requests for IT support by phone, e-mail or face-to-face within an agreed timeframe and in a polite and helpful manner.

  3. To accurately log tickets using the IT helpdesk ticketing system.

  4. To maintain ticket queues using prioritisation and time-management in order to ensure tickets are dealt in an efficient and timely manner.

  5. To identify and diagnose software and hardware problems with desktops, laptops and network hardware.

  6. To provide assistance to staff at regional offices via telephone support and using remote control tools.

  7. To investigate and research complex issues using internal or web-based information resources.

  8. To assess and escalate complex issues to the 2nd line support technicians or external parties if required, ensuring complete and accurate information is gathered and recorded in the ticketing system.

  9. To pro-actively undertake common systems administration tasks on Windows desktops and laptops to ensure performance is maintained.

  10. To manage access to files and folder for users, granting or refusing access in accordance with IT security policy and with appropriate authorisation from folder managers.

  11. To provide advice and guidance on the use of IT systems to staff at all levels.

  12. To create and update technical and user documentation as required, including 'how-to' guides for common IT tasks.

  13. To install and configure non-standard software as authorised by the IT support manager or head of IT.

  14. To carry out basic installation and maintenance tasks on fixed line and mobile telecommunications systems.

  15. To install and configure the specific Windows build on all new and existing laptops and desktops.

  16. To create and update asset records to keep track of laptop, desktops, mobile devices, SIM cards and other hardware items.

  17. To assist 2nd line support technicians and the IT support manager with specific areas of IT security including backups, patching and anti-virus.

  18. To process incoming invoices to ensure that purchases of IT hardware or software are charged to the correct department or project cost-code.


Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact Annie Johansen