Job Description
Role: 1st Line Service Desk Engineer
Location: Cheltenham (On-site during probation, hybrid thereafter)
Salary: £26,000–£30,000
Benefits: Annual bonus + strong training and certification support
Our client, a leading managed service provider, is hiring a 1st Line Service Desk Engineer to provide high-quality technical support to a diverse customer base. This role offers the opportunity to build your technical skillset in a fast-paced, supportive environment, with clear progression and ongoing development.
What you’ll do
* Act as the first point of contact for IT support queries via phone, email, and ticketing systems
* Diagnose and resolve 1st line issues across desktops, laptops, and user accounts
* Escalate more complex incidents to 2nd/3rd line teams where required
* Manage and update support tickets, ensuring accurate documentation
* Deliver excellent customer service, keeping users informed throughout
You’ll work closely with internal technical teams and external clients to ensure issues are resolved efficiently and to a high standard.
What we’re looking for
* Previous experience in a Service Desk or IT support role
* Strong understanding of Windows environments and Microsoft 365
* Excellent communication and customer service skills
* Ability to prioritise and manage multiple tickets effectively
* A proactive approach and willingness to learn
The ideal candidate will bring a positive, customer-first mindset and enjoy working in a collaborative, fast-paced MSP environment.
Why join?
* Clear progression pathways within a growing organisation
* Funded certifications and ongoing training support
* Hybrid working after probation
* Annual bonus and excellent benefits package
Apply now to develop your IT career within a forward-thinking and supportive team.