1st Line Service Desk Engineer

1st Line Service Desk Engineer | London | Full Time | £23,000 – £26,000 per annum, with the potential to increase following a successful probation period

Founded in 1998, our client is a leading IT services provider dedicated to delivering high-quality managed IT solutions to businesses across the UK. With a focus on cloud services, business continuity, and IT support, they combine technical expertise with a client-first approach. Their professional yet approachable team works collaboratively to ensure clients receive reliable, tailored solutions that help their businesses thrive.

As a 1st Line Service Desk Engineer, you will be the first point of contact for our clients, working closely with the Service Desk Manager to provide outstanding IT support. You’ll be exposed to a variety of technologies, including desktops, servers, virtualisation, networks, cloud services, security, and disaster recovery.

You’ll manage issues raised via phone and email, prioritising tasks according to SLA, escalating when necessary, and keeping clients informed throughout the process. Strong communication skills, attention to detail, and the ability to move efficiently between a wide range of technologies are essential to succeed in this role.

Are you the right person for the job?

• Ability to multitask across open tickets
• Passion for technology and how it benefits businesses
• Proactive, can-do attitude with professional communication skills
• Outstanding customer service
• Basic networking knowledge
• Troubleshooting experience with Windows 11 and Mac operating systems
• Ability to configure Windows environments
• Solid understanding of VPN setup and troubleshooting
• Experience with Exchange Online and Active Directory (Windows Server 2008+)
• Understanding of PC hardware, accessories, and connections

What will your role look like?

Providing end-user support

• Answer inbound calls from clients and raise tickets accordingly within Autotask
• Reply to requests from the HelpDesk email inbox, copying in the HelpDesk and all relevant parties and managing tickets to closure wherever possible
• Identify where tools, processes and systems are impacting closure rates
• Be capable of understanding the number and type of issues you have personally closed, and be capable of discussing any problematic tickets
• Support the client base with a varied range of technologies, including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications
• Keep the clients and tickets updated with developments
• Where required, escalate the ticket within the team or onto the next support level

Achieving SLA targets

• Work within the team to ensure all tickets are actioned within SLA
• Where tickets are unable to be closed within a call, identify further resolution steps and actions with the team/client
• Monitor activity through Autotask
• Meet or exceed client expectations with regard to the SLA

Client Satisfaction

• Ensure that the client is satisfied with the outcome
• Achieve the highest standard of response and identify when assistance is required to achieve this
• When required, provide information to the team by providing information about ongoing tickets and client history

Documentation & Information

• Provide regular and effective documentation. You will help to maintain and effectively monitor a client’s systems and networks, i.e. Labtech re-patching
• Accuracy and detail are key to effective documentation. It is expected that all relevant documentation will be completed for each ticket you raise
• Provide relevant, accurate, documented information when escalating tickets
• Accurately reflect tickets and their current status in ‘real time’ and close these once work activities are complete

What can you expect in return?

• £23,000 – £26,000 per annum, with the potential to increase following a successful probation period
• Pension scheme with 7% company contributions
• Death in service benefit
• Training and development opportunities
• Salary sacrifice scheme
• Fun company nights out
• Access to IT discounts
• Fruit box and coffee machine available in the office

What’s next? It’s easy! Click “APPLY” now! We can’t wait to hear from you!

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