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1st line support

Annual Salary:
Job REF: D1919
Published Date: 06-14-2022

Role and Company:


My client is a large travel group. They are now hiring IT professionals who can help ensure IT systems are available to business users at all times. Ideal candidates would have 1 year’s experience in a ticketing environment.


You will join the existing support team as a 1st line support role responsible for logging and escalating tickets also dealing with problem fixing and troubleshooting both remotely and in person. You’ll need to be a fast learner as you will be thrown a variety of challenges, all the time meeting customer expectations and delivering high levels of satisfaction, this role will also be responsible for account creation and management of starters and leavers and documentation.




Main responsibilities will include:


  • Manage and action queries via our in-house ticketing system
  • Communicate and escalate tickets within the team to 2nd/3rd line support
  • Ensure all calls are administered in accordance with the agreed SLA’s
  • Creation, revisions and maintenance of knowledgebase and documentation
  • Perform remote troubleshooting via Microsoft teams and telephone
  • Ensure services provided to the business are delivered in accordance with the IT security policy
  • Process new starters and kit handover & processing leavers
  • Ensure customers are kept up to date with progress on their issues
  • Assist with moves, additions and changes to the existing environment
  • Provide out-of-hours duty cover on a rota basis
  • Hold a Full UK Driving License





  • IT literate with a good knowledge of Microsoft applications and operating systems.
  • Great communication skills (in person and via telephone), excellent written and spoken English is essential
  • Personable, with the ability to build rapport with our team and staff across the company
  • Experience with Active directory & user creation
  • Be able to work in a pressurized environment



Please note that some travel both within the UK and overseas may be required, plus weekend shifts at peak periods over weekends and Bank Holidays, as “normal course of business”





This is a great opportunity for a 1st line Support Analyst to join my client who are committed to offering an excellent workplace with a friendly atmosphere and career progression.


If this is of interest or you would like more information, then please get in touch and either call Anastasia at Dome Recruitment on 0208 2466 098 or email her at