1st Line Support CV Example
Designed for first-line IT support professionals handling initial user queries, troubleshooting common issues, and escalating complex problems. Demonstrates your customer service skills and technical troubleshooting ability.
Recommended template: BoldPro
Key Skills to Include
Quick Tips
- Mention the ticketing systems you have used, such as ServiceNow, Jira Service Desk, or Zendesk.
- Include your first-call resolution rate and average ticket handling time if available.
- Highlight any ITIL Foundation certification or CompTIA A+ qualification.
- Demonstrate your ability to communicate technical solutions clearly to non-technical users.
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Upgrade to ProHow to Write Your 1st Line Support CV
A first-line support CV should demonstrate your customer service skills, technical troubleshooting ability, and commitment to resolving issues efficiently. Employers want to see that you can handle high volumes of support requests while maintaining a calm, professional manner. Whether you are entering IT support for the first time or building on existing experience, your CV should emphasise your communication skills alongside your technical knowledge.
CV Structure
Use a reverse-chronological format with a concise profile, skills section, work experience, and education. If you have limited IT experience, place your certifications and skills sections higher on the page. For each role, include the number of users supported, the volume of tickets handled, and the tools you used. Keep the CV to one or two pages depending on your experience level.
CV Format
Choose a clean, professional template that is easy to scan quickly. First-line support CVs are often reviewed by IT managers who value clarity and structure. Use consistent formatting throughout and ensure your contact details are clearly visible at the top. Save as PDF for consistent formatting.
CV Profile Examples
Experienced 1st Line Support
Personable first-line support analyst with three years of experience providing technical assistance to over 800 users across a multi-site corporate environment. Proficient in Windows 10/11, Active Directory, Microsoft 365, and ServiceNow ticketing with a consistent first-call resolution rate of 72%. ITIL Foundation certified with a strong commitment to delivering friendly, efficient support that minimises user downtime.
Junior 1st Line Support
Enthusiastic IT support professional with CompTIA A+ certification and one year of hands-on helpdesk experience gained through an apprenticeship at a regional law firm. Skilled in hardware troubleshooting, password resets, and remote desktop assistance using TeamViewer and Windows Remote Desktop. Eager to develop technical skills further within a structured service desk team.
Career-Change 1st Line Support
Customer-focused professional transitioning into IT support from a retail management background, bringing six years of experience in problem-solving, team communication, and service delivery. Recently completed CompTIA A+ and ITIL Foundation certifications. Skilled in Windows administration and basic networking through self-directed study and a home lab environment.
State your experience level, key certifications, and the scale of environments you have supported. Include your first-call resolution rate or another metric that demonstrates your efficiency. Keep the profile to three sentences.
Key Skills for Your 1st Line Support CV
Helpdesk Support
Providing technical assistance to end users via phone, email, and in-person interactions following structured support processes.
Ticket Logging & Management
Recording, categorising, and tracking support requests in ITSM tools to ensure timely resolution and accurate reporting.
Windows & Mac OS
Troubleshooting and supporting Windows and macOS operating systems including configuration, updates, and user profile issues.
Active Directory
Managing user accounts, security groups, organisational units, and group policies within Active Directory environments.
Password Resets
Performing identity-verified password resets and account unlock procedures in compliance with security policies.
Remote Desktop Support
Providing remote technical assistance using tools like SCCM Remote Control, TeamViewer, and Windows Remote Desktop.
Hardware Troubleshooting
Diagnosing and resolving hardware issues including laptops, desktops, monitors, printers, and peripheral devices.
ITIL Foundation
Applying ITIL best practices for incident management, service request fulfilment, and change management processes.
Work Experience Examples
For each role, describe the organisation, the number of users you supported, and the volume of daily tickets. List the tools and technologies you used for troubleshooting and ticket management. Include at least one quantified achievement per role — resolution rates, handling time improvements, or customer satisfaction scores demonstrate your value beyond basic task descriptions.
1st Line Support Analyst
Hartwell & Partners LLP
Provided first-line technical support to 850 users across five offices for a professional services firm, handling an average of 35 tickets per day via phone, email, and the ServiceNow self-service portal.
Responsibilities
- Logged, categorised, and prioritised incoming support tickets in ServiceNow, ensuring accurate documentation for each interaction.
- Troubleshot and resolved hardware, software, and connectivity issues for Windows 10/11 laptops, desktops, and mobile devices.
- Performed Active Directory tasks including user account creation, password resets, group membership changes, and mailbox provisioning.
- Provided remote desktop support using SCCM Remote Control and TeamViewer for users working from home and satellite offices.
- Escalated complex issues to second-line support with detailed notes, reducing escalation resolution times through thorough initial diagnostics.
Achievements
- Achieved a first-call resolution rate of 74%, exceeding the team target of 65% for eight consecutive months.
- Reduced average ticket handling time from 18 minutes to 12 minutes by creating a quick-reference troubleshooting guide for the 20 most common issues.
- Received the quarterly customer service award based on feedback scores from supported users.
IT Support Apprentice
Greenbank Academy Trust
Completed a 12-month IT support apprenticeship within a multi-academy trust, supporting 400 staff and 2,000 students across four school sites.
Responsibilities
- Provided face-to-face and remote IT support to teaching staff, administrative teams, and students during term time.
- Configured and deployed Windows laptops and Chromebooks using standard imaging processes and asset management records.
- Assisted with network troubleshooting including Wi-Fi connectivity, printer issues, and basic switch port diagnostics.
- Maintained IT stock rooms and managed hardware disposal in compliance with WEEE regulations.
Achievements
- Completed the Level 3 IT Support Technician apprenticeship with a distinction grade.
- Deployed 120 Chromebooks across two school sites within a one-week deadline for the start of the autumn term.
Education & Qualifications
List any IT certifications first — CompTIA A+, ITIL Foundation, or Microsoft Fundamentals are most relevant. Follow with your formal education. If you have completed an IT apprenticeship, describe it as a work experience role with clear responsibilities and outcomes.
CompTIA A+
A vendor-neutral certification covering hardware, software, and troubleshooting fundamentals for IT support professionals.
ITIL Foundation
An IT service management certification demonstrating understanding of ITIL processes including incident and request management.
Microsoft 365 Certified: Fundamentals
An entry-level certification covering core Microsoft 365 services relevant to supporting enterprise users.
Level 3 IT Support Technician Apprenticeship
A practical qualification gained through workplace-based learning in IT support and administration.
Frequently Asked Questions
What should I put on a 1st line support CV with no experience?
How important is customer service experience for 1st line support?
Should I include my first-call resolution rate on my CV?
What certifications help for a 1st line support role?
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