1st Line Support Agent, Immediate Media Company

Function: Technical Assistant

Role categories: Technical

  • Rate/Salary: Salary dependent on experience
  • Location: Bristol
  • Type: permanent
  • Starting date: ASAP
  • Expires: 31/01/2019

Job description

Immediate Media runs its publishing business on over 700 Macs and 700 PCs desktops and laptops. The Enterprise Systems department is responsible for supporting these and provides a dedicated helpdesk facility.

As a 1st Line Support Agent, you will be responsible for providing 1st line support for staff via telephone calls, ticket requests and emails.  Working as part of a team, you will be required to analyse and solve problems, escalate issues to colleagues and troubleshoot basic IT issues through to resolution. You will be a key point of contact to ensure the smooth running of our IT service for staff members.


• Answer incoming support calls and creating IT support tickets for staff members.
• Resolving 1st line IT support tickets to the best of your ability or escalating to 2nd and 3rd line teams.
• Configuration of new staff starters and processing of staff leavers.
• Processing of access requests and managing loan IT equipment requests.
• Involvement and assisting in IT projects where required.

Person specification

Essential Skills:

• Strong communication, written and verbal skills.
• Confident customer service skills with good telephone manner.
• Ability to prioritising tasks and manage workload.
• Ability to troubleshoot technical issues and learn new software and technologies.
• Ability to work well within a team and communicate with colleagues.

Desirable Skills:

• Windows 7/10 desktop support experience.
• Mac desktop support experience.
• Office 2016 and Adobe CC applications support experience.
• Exposure to Office 365 and Active Directory administration.
• Remote desktop support experience.
• Basic understanding of networking, connectivity and file sharing.
• Any entry-level college, CompTIA, Microsoft or ITIL training or certifications.