1st Line Support Engineer

Following a promotion, we are recruiting for a proactive and customer focused 1st Line Support Engineer to join our Service Desk team supporting the delivery of our On Demand Service Desk offering.This innovative service is designed to provide comprehensive IT support, combining reactive incident resolution with proactive change management. You''ll play a key role in enhancing the end-user experience by supporting employees'' onboarding, managing Microsoft 365 environments, and working in partnership with our customers'' internal IT teams. This hybrid role follows a 07:00 - 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays. Day to day responsibilities: Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution. Diagnose, troubleshoot, and resolve end-user issues in accordance with agreed Service Level Agreements (SLAs). Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration. Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates. Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions. Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold ..... full job details .....