Department: Service Desk
Location: Millgate Office, Vantage Drive, Sheffield, S9 1RG
Reports To: Head of Technical
Salary: £24,400
Contract Type:?09.00-17.30, Full-Time, Permanent
Role Overview
We are seeking a proactive and customer-focused 1st Line Support Desk Engineer to join our growing IT MSP team. This role is ideal for someone with a passion for technology and a desire to grow their technical skills in a supportive and fast-paced environment. You will be the first point of contact for clients, providing initial support for a wide range of IT hardware and software issues.
Key Responsibilities
1. Act as the first point of contact for all incoming support requests via phone, email, and ticketing system.
2. Log, categorise, and prioritise incidents and service requests in the ITSM system.
3. Assign tickets from the unassigned queue to the appropriate team or engineer.
4. Troubleshoot and resolve 1st line issues related to desktops, laptops, printers, mobile devices, and common software applications (e.g., Microsoft 365, Windows OS).
5. Escalate complex issues to 2nd or 3rd line support teams as necessary.
6. Maintain clear and accurate documentation of all support activities and resolutions.
7. Deliver excellent customer service and maintain a hi...