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 ResponsibilitiesAct as the first point of contact for incoming support requests via phone, email and ticketing systemLog, categorise and prioritise support tickets accuratelyProvide 1st line technical support for common IT and telecoms issuesPerform initial diagnostics and triageEscalate more complex issues to 2nd line support where required, providing clear and detailed handover notesMaintain regular communication with clients, providing updates on progressEnsure all tickets are updated with clear, concise notes and resolutionsFollow internal processes and service ..... full job details .....