1st Line IT Support

1st Line IT Support
Newport
£160 Per Day
3-Month Contract
On-site

Your new company
A large public sector body, working across different departments, in a progressive environment with modern facilities.

Your new role

• We're looking for a proactive and customer-focused 1st Line IT Support Technician to join our dynamic IT Services team. You'll be the first point of contact for technical support, helping customers resolve issues across a range of devices, systems, and services. This is a hands-on role that combines technical troubleshooting with excellent communication and service delivery.
• Deliver first-line support for IT incidents, problems, and service requests, ensuring timely resolution in line with agreed service level agreements (SLAs).
• Provide technical assistance for audiovisual equipment in teaching spaces and customer-facing labs, working collaboratively with AV specialists and Digital Officers.
• Support the refresh, deployment, repair, and retirement of hardware and software across customer areas, including desktops, laptops, and digital workplace tools.
• Contribute to departmental and organisation-wide projects, initiatives, and working groups as required.
• Follow established procedures, policies, and service management processes to maintain consistent and high-quality service delivery.
• Be available to support out-of-hours service needs on occasion, with reasonable notice, to ensure continuity of service for customers.

What you'll need to succeed

• Proven experience in delivering high-quality IT support in a service desk or technical support environment.
• Strong communication skills, able to explain technical concepts clearly to non-technical users.
• Excellent organisational and workload management skills.
• Hands-on experience supporting macOS and Windows platforms, AV/media services, and desktop environments.
• A collaborative mindset and a commitment to continuous service improvement.
• Analytical and problem-solving skills with a methodical approach to troubleshooting.
• Familiarity with ITSM tools, SLAs, KPIs, and performance reporting.
• A qualification at HND level (or equivalent) in IT or Computing, or relevant experience.
• Industry-recognised certifications (eg, Microsoft, ITIL, COMPTIA, Apple, ILM) are desirable.
• A flexible, can-do attitude and enthusiasm for supporting users.
• Welsh language skills (spoken or written) are desirable.

What you'll get in return

• Be part of a supportive and forward-thinking IT team.
• Work in a vibrant academic environment.
• Opportunities for professional development and certification.
• Contribute to meaningful projects that impact customers.
• £160 per day

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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