Service Desk Associate (IT Customer Service - 1st Line Support) Mansfield, hybrid 1 day per week in the office for meetings etc £25,000 - £27,000 plus on-call allowance 37.5 hours - Monday Friday, plus 1 in 3 on-call weekends Overview: The Service Desk Associate provides first-line technical support to external customers, helping resolve day-to-day IT issues and service requests. As the first point of contact, this role is key in delivering a positive support experience and ensuring problems are accurately logged, triaged, and resolved or escalated appropriately. The role includes working with end users and customer-based IT teams and assisting with various systems and technologies. Key Duties and Responsibilities: Respond to incoming support requests from external customers via phone, email, and ticketing systems. Log, categorise, and prioritise tickets based on impact and urgency, following agreed SLAs. Provide first-line technical support for everyday IT issues, including password resets, software errors, printing problems, and basic hardware troubleshooting. Assist in resolving issues with email, internet connectivity, remote access, and desktop configuration. Work closely with senior engineers to escalate complex incidents, providing clear and accurate handover notes. Communicate regularly with users and customer-based IT teams to provide updates, collect additional information, and confirm issue resolution. Support user onboarding tasks such as account setup, permissi