Eligibility: You must be eligible to work in the UK.
As a result of rapid growth plans, a fantastic opportunity has arisen for a 1st Line Service Desk Engineer to join our team of dedicated technical experts, reporting to the IT Service Desk Team Manager. This is an ideal opportunity for someone looking to start their career within the IT function. We offer long-term career development within a well-established and growing technical team of 1st, 2nd, and 3rd Line Engineers.
This is a full-time, permanent role, offering an immediate start for a 1st Line Service Desk Engineer who enjoys working in a busy and fast-paced technical environment. The role has been created to support the company's rapid expansion and would suit a highly competent individual with strong and effective communication skills.
Please note: The successful applicant may be subject to an enhanced DBS check.
You will be responsible for:
1. Serving as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system.
2. Logging, categorising, and prioritising incidents and service requests accurately.
3. Providing first-level support for hardware, software, network, and application issues.
4. Troubleshooting and resolving basic IT problems or escalating to 2nd/3rd line support when necessary.
5. Following up with users to ensure issues are resolved and providing timely updates.
6. Maintaining detailed documentation of issues and resolutions in the service desk system.
7. Assisting with user account management, including password resets and access permissions.
8. Monitoring system alerts and responding to incidents proactively.
9. Delivering excellent customer service and maintaining a high level of user satisfaction.
10. Adhering to service level agreements (SLAs) and internal procedures.
11. After initial training, delivering tasks as measured through KPIs.
12. Collaborating with colleagues at all levels to support KPI achievement and organisational success.
Our dedicated lifecycle division reinforces our commitment to sustainable IT solutions, reducing environmental impact while supporting the full lifecycle of technology. Our culture is built on teamwork, innovation, integrity, ambition, and excellent customer service. With ambitious growth plans and a supportive environment, Academia is a fantastic place for professionals eager to make an impact.
For more information on opportunities with Academia, visit our website.
Key Skills: EXPERIENCE AND NON-TECHNICAL SKILLS
* Customer Service experience
* MSP experience (Desirable)
* Contact Centre / ITSM Toolset experience (Desirable)
* Proficient in verbal and written English
* Teamwork experience
* Ability to follow defined processes
* Commitment to detailed documentation
* Confident communication across all levels and willingness to seek help when needed
* Ability to explain technical concepts in simple terms to customers
* Multi-tasking and time management under pressure
* Positive attitude and prompt issue resolution skills
* Proactive in identifying opportunities for improvements
Technical Skills
* Strong knowledge of Microsoft 365
* Working knowledge of Microsoft Azure, including Remote Desktop Services
* Knowledge of Microsoft Server, Exchange, Active Directory
* Understanding of security technologies and tools
* Knowledge of networking infrastructure—LAN, WAN, DNS, Firewalls
This role is based in the Academia office, sister company of Smartdesc.
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