1st Line Support Engineer

Cheltenham, Gloucestershire
Agilis Recruitment Ltd
We’re working with a well established and reputable organisation is seeking a motivated and customer-focused 1st Line Support Analyst to join its growing internal IT support function. This is an excellent opportunity for someone with a solid foundation in IT support who is looking to expand their technical knowledge in a fast-paced, collaborative environment. You ll play a key role in providing high-quality support to end users, ensuring technical issues are resolved efficiently and service standards are maintained.

What You ll Be Doing:

• Be the first point of contact for IT issues across hardware, software, networks, and connectivity.
• Handle support queries via phone, email, chat, and self-service portal.
• Diagnose and resolve issues where possible or escalate appropriately.
• Process service requests, including ordering and provisioning new devices.
• Log all incidents, requests and changes using a central ITSM platform (ServiceNow).
• Keep users informed and updated with clear, timely communications.
• Support general IT administration tasks and help maintain accurate asset records.
• Participate in testing new service desk features and continuous improvement efforts.

What You ll Bring:

• Some hands-on experience in an IT support role (ideally within a Service Desk or Helpdesk environment).
• Solid understanding of Microsoft Windows 10 and Microsoft Office 365.
• Customer-first mindset with excellent communication skills and a polite, professional manner.
• Willingness to learn, take initiative, and contribute to a team environment.
• Basic understanding of ITIL practices and network troubleshooting is beneficial.
• Familiarity with iOS/Android platforms is a plus.
• Full UK driving licence (occasional travel may be required).

Why Apply?

• Work in a structured, supportive IT team that values development and teamwork.
• Gain exposure to a wide range of technical issues and environments.
• Clear progression opportunities and chance to get involved in projects and testing.
• Join a business that genuinely recognises the importance of tech in day-to-day operations