Careers

IT Engineer (1st Line)

Service Desk Technician

The role

As a Service Desk Technician, you will be the first point of contact for our clients when they experience IT issues. You’ll log, triage and resolve incoming tickets, escalating where necessary, and ensure users are kept informed throughout. This role is perfect for someone with a passion for technology, great communication skills, and a desire to build a career in IT support.

1500 x 6402

Key responsibilities

  • Act as the first line of support for incoming service desk tickets.
  • Troubleshoot and resolve a wide range of IT issues, including server, desktop, network and Microsoft 365.
  • Accurately log all support requests and resolutions in the ticketing system.
  • Escalate unresolved issues to 2nd and 3rd line engineers when required.
  • Maintain clear and professional communication with clients throughout the ticket lifecycle.
  • Support users remotely.
  • Work closely with colleagues to ensure tickets are progressed efficiently.
  • Share knowledge and contribute to internal documentation.
  • Participate in service desk meetings and continuous improvement initiatives.
  • Deliver a positive, solutions-focused support experience to every client.
  • Follow SLAs and ensure timely responses and resolutions.
  • Communicate technical issues in a clear and friendly manner.

Experience and skills needed

  • Experience in an IT service desk environment is desirable but not essential.
  • Willingness to learn to support Windows 10/11, Microsoft 365, basic networking and desktop hardware.
  • Comfortable communicating with clients and solving problems under pressure.
  • Strong organizational skills and attention to detail.
  • Willingness to learn and progress within a technical team.

What we offer

  • Private health care
  • 33 days holiday per annum, including bank holidays and your birthday off
  • Professional development plans
  • Company events and nights out
  • Discounted gym membership
  • Employee of the Quarter scheme, with the potential to win substantial prizes
  • 8 hours of training per month
  • Funded qualifications
  • Pension contribution
  • Mental health support
  • A Perkbox rewards account providing a range of discounts
  • Free onsite parking
  • Large modern office with breakout room

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