1st Line Service Desk Engineer

We're looking for a reliable, motivated and customer-focused Service Desk Technician (Level 1 / 1st Line / Tier 1) to join a growing team.

This role is focused on being the first point of contact for clients, handling incoming support requests, resolving common IT and telecoms issues, and ensuring tickets are logged, managed and escalated appropriately. You'll play a key role in delivering a positive client experience from the very first interaction.

This is a hands-on support role suited to someone who enjoys problem solving and helping people, takes ownership of their work, and understands the importance of clear communication and consistent service delivery.

This role is primarily office-based, requiring five days a week in the office. You may also occasionally be required to travel to client sites, with travel expenses covered. The successful candidate must have a full UK driving licence and access to a car.

Key Responsibilities

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• Act as the first point of contact for incoming support requests via phone, email and ticketing system
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• Log, categorise and prioritise support tickets accurately
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• Provide 1st line technical support for common IT and telecoms issues
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• Perform initial diagnostics and triage
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• Escalate more complex issues to 2nd line support where required, providing clear and detailed handover notes
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• Maintain regular communication with clients, providing updates on progress
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• Ensure all tickets are updated with clear, concise notes and resolutions
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• Follow internal processes and service level agreements (SLAs)
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• Assist with client end-user changes and service improvements
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• Contribute to maintaining internal documentation and knowledge base articles
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• Identify recurring issues and flag them to senior team members
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• Adhere to and promote cyber security best practices
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• Participate in out-of-hours or on-call support where required, in line with company policy
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What We're Looking For

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• Previous experience in a customer service or IT support role (helpdesk and/or MSP experience desirable but not essential)
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• Foundational understanding of IT systems and environments (Windows OS, Microsoft 365)
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• Basic understanding of VoIP, hosted telephony, SIP, and broadband connectivity
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• Strong communication skills, both written and verbal
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• A friendly, professional, and customer-first approach
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• Strong organisational skills with the ability to manage multiple tasks
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• Willingness to learn, develop and continuously improve technical and service skills
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• A proactive attitude with a desire to problem solve
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• Basic understanding of networking concepts (desirable but not essential)
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What's On Offer

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• 20 days of annual leave plus Bank Holidays
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• On-site parking
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• Regular company events to support team connection and culture
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• Professional development opportunities including training, certifications and career progression
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