1st Line Service Desk Engineer

Overview

1st Line Service Desk Engineer | London | Full Time

| £23,000 – £26,000 per annum, with the potential to increase following a successful probation periodFounded 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 ticketsPassion for technology and how it benefits businessesProactive, can-do attitude with professional communication skillsOutstanding customer serviceBasic networking knowledgeTroubleshooting experience with Windows 11 and Mac operating systemsAbility to configure Windows environmentsSolid understanding of VPN setup and troubleshootingExperience with Exchange Online and Active Directory (Windows Server 2008+)Understanding of PC hardware, accessories, and connectionsWhat will your role look like?

Providing end-user support

Answer inbound calls from clients and raise tickets accordingly within AutotaskReply to requests from the HelpDesk email inbox, copying in the HelpDesk and all relevant parties and managing tickets to closure wherever possibleIdentify where tools, processes and systems are impacting closure ratesBe capable of understanding the number and type of issues you have personally closed, and be capable of discussing any problematic ticketsSupport the client base with a varied range of technologies, including desktop support, email issues, connectivity requirements, printers, telephone systems and 3rd party applicationsKeep the clients and tickets updated with developmentsWhere required, escalate the ticket within the team or onto the next support levelAchieving SLA targets

Work within the team to ensure all tickets are actioned within SLAWhere tickets are unable to be closed within a call, identify further resolution steps and actions with the team/clientMonitor activity through AutotaskMeet or exceed client expectations with regard to the SLAClient Satisfaction

Ensure that the client is satisfied with the outcomeAchieve the highest standard of response and identify when assistance is required to achieve thisWhen required, provide information to the team by providing information about ongoing tickets and client historyDocumentation and Information

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

£23,000 – £26,000 per annum, with the potential to increase following a successful probation periodPension scheme with 7% company contributionsDeath in service benefitTraining and development opportunitiesSalary sacrifice schemeFun company nights outAccess to IT discountsFruit box and coffee machine available in the officeWhat’s next?

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