Salary: £30,000 per annum

Location: London, Hybrid (3 days in the office)

The role

As a member of the Service Desk, the IT Technician Level 1 acts as the initial point of contact for IT support, providing quick support to end-users. This role is tasked with adhering to service level agreements (SLAs), troubleshooting issues, categorizing, triaging tickets, and escalating complex cases to senior level technicians when necessary. Additionally, an IT Technician Level 1 follows all processes set by management and ensures proper time management and documentation. Lastly, an IT Technician Level 1 is required to maintain their IT technical skills up to date and keep abreast of IT best practices and trends.

The responsibilities

Triage all incoming tickets to the Service Desk and provide timely first-level support to end-users
Verify ticket urgency and obtain additional information as needed
Consult IT Technicians Level 2 for expertise and guidance when necessary
Accurately track, route, and escalate complex tickets to IT Technicians Level 2, in accordance with documented procedures
Inform the IT Supervisor of any urgent matters or major incidents
Keep end-users informed and updated during the lifetime of their ticket
Document ticket summaries, resolutions, and follow-up actions
Participate in developing and updating user guides and knowledge base articles
Follow all processes and procedures set by management
Recommend procedural enhancements to improve service quality
Help with IT projects as needed
Participate in the Service Desk Support on-call rotation as required
Complete training modules in all applicable company provided training platforms.

Experience and qualifications

Bachelor’s degree in computer science, Information Technology, or equivalent experience
Minimum one year of experience in customer service or a help desk role
Basic understanding of ITIL practices (or one year of experience working in ITIL-compliant environments, a nice-to-have).

Technical skills

Troubleshooting experience on computer issues
Able to assess situations quickly for prompt issue resolution
Some experience in logging detailed ticket notes and resolutions
Basic understanding of documentation procedures
Knowledge in automation processes
Familiar with FreshService or similar ITSM platforms
A general understanding of Microsoft 365 and cloud-based services
Basic knowledge of Microsoft Exchange
Familiar with SharePoint and/or Intune
Basic troubleshooting skills for Microsoft Office applications
Experience supporting macOS would also be beneficial.

Soft skills

Strong communication skills with the ability to explain technical concepts clearly to non-technical users
Able to remain patient and understanding when addressing challenging tickets with end-users
Good analytical and problem-solving skills
Keen attention to detail
Good time management skills
Able to multitask and handle multiple situations simultaneously
Willing to learn. We're looking for someone who is eager to absorb new technologies and processes, as there's always something new to learn
Adaptable and able to adjust as priorities and technologies change
Comfortable working on-site four days per week, with the flexibility to work five days when business needs require it.

Important Information

Our recruitment process can consist of virtual interviews, in person interviews, and written tasks, please let us know if you have any accessibility requirements so that we can accommodate your needs during this process.

We embrace the use of AI across our business and see it as a valuable tool in our work. However, as part of our recruitment process, we ask candidates not to use AI to generate application content or complete written tasks. Submissions may be reviewed using AI detection tools to ensure we can fairly assess each candidate’s own skills and experience. AI use is encouraged once in role.

Our Benefits

As well as the basic salary, great social events and a culture of continual learning, our competitive benefits package includes:

25 days’ holiday plus Bank Holidays (rising to a maximum of 30 days alongside length of service)
Enhanced employer pension contribution
Private Medical insurance (for you and your family)
Income Protection insurance
Life Assurance at 4x your salary
Financial support and advice
Travel insurance (for you and your family)
An annual wellness benefit of £150
Four-week sabbatical after every 5 years’ service.

Madano offers a range of first rate, dedicated training that enables employees to take control of their careers to become experts in their field and trusted advisors to clients.

*Some benefits are contingent on successful completion of probation period.

Equal Opportunities

Madano is committed to a policy of equal opportunities and non-discrimination. At all times we aim to recruit, develop and promote the very best people, basing judgement solely on suitability for the job.

We particularly encourage applications from those who are significantly underrepresented in our sector, such as disabled people, ethnic minorities and neurodiverse people.

Privacy Policy

We are committed to transparency about how we collect and use your data, including ensuring we comply with legal obligations relating to data protection. You can view our data privacy policy here and Recruitment Privacy Policy.

Our BenefitsAs well as the basic salary, great social events and a culture of continual learning, our competitive benefits package includes:

Equal Opportunities

Our Benefits

As well as the basic salary, great social events and a culture of continual learning, our competitive benefits package includes:

Madano

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