Service Desk Engineer Location : Gateshead Salary : Market Rate Contact Type : Full-Time, Permanent About us: We are a fast-growing technology company providing high quality business solutions tailored to individual customer requirements, ranging from Managed IT and Telephony to Document management systems and printers. We are pleased to be recruiting for a Service Desk Engineer to deliver outstanding technical support to our growing customer base, supporting an exciting MSP business venture. Key responsibilities : Act as the first point of contact for customers raising IT and telecoms queries via phone and email through the ticketing system. Log, prioritise and manage incidents and service requests in line with agreed SLAs Provide first-line technical support, aiming for resolution at first contact where possible Troubleshoot common issues across Microsoft 365, desktops, laptops, connectivity and hosted telephony Escalate complex issues to 2nd line teams with clear diagnostics and documentation Communicate clearly with customers, providing regular updates and managing expectations Work collaboratively with internal teams, suppliers and carriers to progress faults Maintain accurate ticket notes and contribute to knowledge base content Support service quality targets, including response times and customer satisfaction Required Skills & Experience: Experience in a Service Desk or MSP environment Knowledge of Microsoft 365 and Windows desktops Basic understanding of networks and connectivity Exposure to hosted telephony / VoIP Confident handling customer calls and support tickets Experience working to SLAs using a ticketing system Clear communication and strong customer service skills Organised, calm under pressure and keen to learn What’s in it for you: In return for your hard work we offer a competitive salary and benefits package, to include: 23 days holiday rising to 28, plus bank holidays Pension Scheme Healthcare Cashplan Voucher and discount hub Cycle to work scheme Free Parking Ability to work from home