1st Line Service Desk Engineer / IT Support Analyst | Salary: £28k + excellent benefits package + Training and career development opportunities | Hybrid working Caerphilly area. There is a requirement to work on-call as part of a rota (paid).
A growing Managed Services Provider is looking for a motivated and customer-focused 1st Line Service Desk Engineer / IT Support Analyst to join its expanding support team in South Wales.
This opportunity would suit candidates currently working as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer, IT Support Technician or Technical Support Analyst who are looking to further develop their technical skills within a professional and supportive managed services environment.
You’ll be joining a collaborative service desk team responsible for providing front-line technical support to a wide range of customers across both public and private sector organisations.
The role offers excellent progression opportunities for someone looking to build a long-term career within IT support and managed services, with exposure to Microsoft technologies, customer environments and ongoing technical development.
Key Responsibilities:
• Provide 1st line technical support via phone, email and remote support tools
• Log, manage and resolve incidents and service requests efficiently
• Troubleshoot hardware, software and desktop-related issues
• Support Microsoft Office, Outlook and Windows operating systems
• Escalate more complex technical issues where appropriate
• Maintain accurate ticket updates, documentation and customer communication
• Deliver excellent customer service throughout the support process
• Assist with user account administration and basic system support
• Contribute to knowledge sharing and continuous improvement within the team
• Work collaboratively with 2nd and 3rd line support engineers
Skills & Experience Required:
• Previous experience within an IT support, service desk, helpdesk or technical support environment
• Strong customer service and communication skills
• Good troubleshooting and problem-solving ability
• Knowledge of Windows desktop operating systems
• Experience supporting Microsoft Office applications and Outlook
• Ability to work effectively within a fast-paced support environment
• Positive attitude and willingness to learn new technologies
Desirable Experience:
• Active Directory user administration
• Microsoft 365 support exposure
• Experience using ITSM or ticketing systems
• Remote support tools experience
• Basic networking knowledge including DNS, DHCP and WiFi
• Exposure to backup, antivirus or virtualisation technologies
• MSP or managed services experience
This role would suit candidates currently working as a Service Desk Analyst, Helpdesk Engineer, 1st Line Support Engineer, IT Support Technician, Technical Support Analyst or IT Support Administrator who are looking to continue developing their career within a growing and technology-focused managed services environment.
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