First Line IT Support Technician

Salary: Starting from £25, depending on experience)

Working hours: 35 hours per week

Duration: Permanent

Location: Eastleigh

About the role

Lloyd & Whyte, who are proudly part of Benefact Group, are looking for a First Line IT Support Technician to join our IT team in their Eastleigh office.

In this role you will be the first point of contact for all IT-related queries and incidents, providing efficient and friendly support to end-users. You will work closely with our outsourced Managed Service Provider (MSP), escalating more complex issues to third line support as needed.

Why join us?

Join a collaborative and inclusive culture that's committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.

What you'll be doing

Act as the first point of contact for all IT support queries via phone, email, and ticketing system.

Escalate unresolved issues to the MSP (3rd line) with clear documentation and context.

Liaise with the MSP to ensure SLAs are met and service quality is maintained.

Maintain IT asset inventory and ensure accurate records of equipment and licenses.

Provide basic training and guidance to users on IT systems and best practices.

What you'll need to have

Strong knowledge of Windows OS, Microsoft 365, Active Directory, Microsoft Entra, Exchange Online and Microsoft InTune.

Basic knowledge of virtual environments (Hyper-V, Citrix)

Basic understanding of networking concepts (e.g., IP, DNS, VPN).

Familiarity with ITIL practices and ticketing systems (e.g., Connectwise, Desk365).

Ability to troubleshoot and resolve issues methodically and efficiently.

What makes you stand out

Proven experience in a first line IT support or helpdesk role.

What we offer

28days annual leave plus bank holidays

Your birthday off

Group Personal Pension

Bonus scheme

A holiday buy scheme

An array of health and wellbeing benefits, company cash plan, income protection and life assurance

Enhanced sick pay and parental leave

Support and funding toward study and professional qualifications

Paid time off for volunteering

Hear from the hiring manager

"We are seeking a proactive and customer focused First Line IT Support Technician to join our in-house team.This is an excellent opportunity for someone with a passion for technology and problem-solving, who enjoys helping people and thrives in a fast-paced environment."

Lloyd & Whyte offer a range of specialist insurance services to a variety of clients. Our specialisms range from niche scheme insurance for Healthcare professionals to expert insurance for commercial motor vehicles and professional broker-to-broker insurance services. We also have a wide range of personal insurance services that cover homeowners from standard houses through to thatch & listed character properties and high value homes. The Lloyd & Whyte Group is split into five different client divisions which include multiple companies and brands.

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK's number one corporate donor, with strategic objectives in place to double the Group's size.

We believe it's essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

• Directory of Social Change's UK Guides to Company Giving