1st Line Helpdesk Consultant

Job Title: 1st Line Helpdesk Consultant

Job Location: Office based - Brighton

Job Type: Permanent

Salary: Competitive, details on application

Reports To: Helpdesk Manager

Driving License:  Not required

About Trident

At Trident, we make IT a source of strength — helping organisations thrive so they can better support the people who rely on them every day.

We’ve built a different kind of partnership — one that puts people first. We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working. When that happens, people achieve more, teams feel supported, and organisations become stronger.

Our purpose is simple: to create strength through partnership.

Our vision is to set the standard for people-focused IT partnerships.

And our mission is to collaborate side by side every day, combining reliable IT, practical guidance, and people-first support to make technology a trusted and empowering part of everyday working life. 

Everything we do is shaped by our values:

Value – We create lasting value by helping others achieve more for the people they serve.

Integrity – We do the right thing — always, openly, and consistently.

Partnership – We build true partnerships that make people and organisations stronger.

Together, these principles are what make us Trident. They remind us that our greatest strength comes from working as one team — with our colleagues, our partners, and our clients — to make a real difference.

For more information about who we are and what we do, visit our website https://trident.co.uk/.

Job Overview

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As a 1st Line Helpdesk Consultant, you will be the first point of contact for resolving IT issues and providing outstanding customer service. This role requires a combination of technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.

Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.

Key Responsibilities

• Answering support queries via phone, email and via the ticketing system.
• Troubleshoot and resolve hardware, software, and network issues.
• Troubleshooting helpdesk tickets via remote access.
• Assist users with login problems, password resets, and application issues.
• End-to-end ownership and resolution of 1st line tickets in line with Trident’s SLA’s/KPI’s.
• Providing regular updates to clients on the progress of their tickets.
• Working ad-hoc on tasks requested.
• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
• On-budget, successful, and profitable delivery of an “exceptional customer experience”.
• Continued assessment of security, integrity, and availability both internally and in part of Trident’s service.
• Continued assessment of regulatory and compliance requirements for both Trident and its clients.
• Working to ISO 27001, 14001 and 9001 requirements along with Trident's operating procedures.

Key Experience & Skills

We welcome candidates with experience in the following technologies, though not all are essential:

• Microsoft Windows & Mac operating systems and other common applications.
• Microsoft Office components such as Word, Excel, Outlook, etc. support.
• Microsoft 365 & Active Directory administration and support.
• General understanding of networking principles (IP addressing, DNS, DHCP, etc).
• A flair for troubleshooting, communication, and exceptional customer service.
• Effective communication skills, both written and verbal.
• Be flexible and adaptable to situations and changing requirements.
• Strong task and time management.
• MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification would be desirable.

The successful candidate will be mentored and will be placed on a training path that will help you to advance your skills further and gain industry-recognised qualifications.

Key Success Metrics

• Consistently meet or exceed agreed response and resolution times in line with internal and client SLAs.
• Effectively manage and resolve a consistent volume of support tickets, maintaining productivity in line with team expectations.
• Ensure all tickets are accurately logged, categorised, and updated with clear, detailed, and professional notes to support auditability and knowledge sharing.
• Deliver excellent customer service, contributing to high end-user satisfaction scores and positive feedback.
• Appropriately identify and escalate complex issues to 2nd or 3rd line support where required, maintaining a balanced and justified escalation rate.
• Follow established ITIL-aligned processes, including incident, request, and change management protocols.
• Maintain consistent punctuality and adherence to work/shift patterns, ensuring reliable service coverage.

Why Join Trident?

• Help lead and shape the future of Trident’s technical service operations. 
• Empower and develop a talented team across multiple disciplines. 
• Influence company-wide service strategy and client experience. 
• Be part of a leadership culture that values collaboration, learning, and continuous improvement. 

Benefits

• 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• ‘Cycle to Work’ scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
• “Smart casual” dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.
• Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc.