1st Line Support

Roc Technologies is hiring a 1st Line Support IT Service Desk Analyst in Bucklebury, Reading, UK. This customer‑focused role is the first point of contact for IT incidents and service requests, working within a 24×7 Managed Services environment.

Key Responsibilities

• Log, triage and resolve IT incidents and service requests end‑to‑end.
• Provide accurate and timely updates to users, aiming for first‑contact resolution.
• Meet and exceed Service Level Agreements (SLAs) for response and resolution times.
• Escalate complex issues to 2nd line support with detailed documentation.
• Maintain knowledge base articles and contribute to continuous improvement of processes.
• Participate in shift handovers and on‑call rotations for 24×7 coverage.

Required Skills & Experience

• Strong customer service orientation with excellent communication skills.
• Solid understanding of Windows operating systems, Active Directory, Office 365 and common networking concepts.
• Experience using ticketing tools (e.g., ServiceNow, JIRA) and remote support utilities.
• Ability to prioritise and manage multiple incidents simultaneously in a fast‑paced environment.
• Problem‑solving mindset and willingness to learn new technologies.
• Relevant IT qualifications (ITIL, CompTIA A+, or equivalent) are a plus.

What We Offer

• Competitive salary of £27,966 per year.
• Structured training and career progression within a growing Managed Services provider.
• Friendly team culture with a focus on work‑life balance.
• Access to modern IT tools and technologies.

Working Hours

Shift‑based schedule covering 24 × 7 × 365 operations, with rotating shifts and on‑call duties.

Frequently Asked Questions

What is the main focus of the 1st Line Support role?

The role focuses on logging, triaging, and resolving IT incidents and service requests as the first point of contact for users.

What are the working hour requirements?

The position operates on a shift basis covering 24 × 7 × 365, including rotating shifts and on‑call duties.

What salary can I expect?

The role offers a fixed salary of £27,966 per year.