First Line Support
Waterlooville, England, United Kingdom (Hybrid)
Service Desk Engineer (1st Line)
Waterlooville (Hybrid)
£28,000 + Benefits
Full-time | Includes occasional evenings/weekends (rota)
The Role
We're working with a growing IT services provider looking to add a customer-focused Service Desk Engineer to their team.
This is a front-line support role, ideal for someone with experience in a structured Service Desk environment who enjoys delivering clear, consistent support and taking ownership of tickets from start to finish.
You'll play a key role in ensuring a smooth and reliable IT service for end users, working within established processes and service frameworks.
What's on Offer
* Competitive salary (£28,000)
* Hybrid working
* Pension & life assurance
* Private healthcare
* Generous holiday allowance + additional leave
* Training and development opportunities
* Supportive team environment
Key Responsibilities
* Act as the first point of contact for IT support queries
* Manage and resolve 1st line incidents and service requests
* Log, categorise and update tickets accurately within the system
* Provide clear and professional communication to users throughout
* Escalate more complex issues to 2nd/3rd line teams where required
* Support user admin tasks (joiners, movers, leavers)
* Follow structured processes to maintain service consistency and quality
What We're Looking For
* Experience in a Service Desk / Helpdesk role (ideally within an MSP or IT environment)
* Good knowledge of Microsoft 365 / Windows environments
* Experience using a ticketing system
* Understanding of basic networking concepts
* Strong communication skills and a calm, structured approach to troubleshooting
* Ability to follow processes and work within defined SLAs
Desirable
* Exposure to ITIL or structured service environments
* Experience working in multi-site environments
The Right Fit
* Reliable and consistent in delivery
* Customer-focused with a professional approach
* Comfortable working within structured processes
* Confident knowing when to escalate issues