Service Desk Engineer - Join a Team That Truly Values Stability, Clarity & People
Location: Waterlooville (Hybrid - 3 days office / 2 days remote)
Salary: £27,976
Employment Type: Full-time
Are you a dependable, calm and customer‑focused IT professional who thrives in structured, well‑organised environments? Do you take pride in delivering support that feels reassuring-not rushed? If so, this could be your ideal next step.
We're partnering with a forward‑thinking IT services organisation dedicated to bringing clarity, structure and confidence to their customers' technology environments. As their new Service Desk Engineer, you'll be the friendly expert their clients rely on every day.
⭐ Why This Role Matters
As the first point of contact on the Service Desk, you set the tone for the entire customer experience. Your ability to provide steady communication, clear ownership and consistent execution directly shapes trust in the service.
🔧 What You'll Be Doing
Front-Line Support & Customer Experience
Be the friendly, professional first contact for customer queries
Own tickets confidently within your scope, keeping communication clear and consistent
Provide calm, structured updates customers can rely on
Incident & Request Management
Diagnose and resolve first‑line issues in Microsoft 365 and related environments
Log, document and categorise tickets accurately within the service management system
Escalate to technical teams appropriately with clear, complete information
Help reduce repeat issues by spotting patterns and raising recurring problems
Process, Stability & Team Contribution
Follow defined processes with discipline
Support joiner/mover/leaver workflows
Contribute positively to team stability and knowledge sharing
Participate in service reviews and improvement discussions
Uphold information security requirements aligned with ISO standards
🎓 What We're Looking For
Required
Experience in a 1st Line / Service Desk role (MSP experience preferred)
Strong working knowledge of Microsoft 365 administration
Confidence using structured ticketing systems
A calm, clear communication style
A process-driven mindset and comfort working within set service levels
A genuine desire to help customers feel informed, reassured and supported
Desirable
Exposure to ITIL or similar service management frameworks
Experience working in ISO-aligned environments
Personal Attributes
Dependable, steady and structured
Clear communicator
Calm under pressure
Team player committed to quality over ego
Comfortable escalating when needed rather than overreaching
🎁 What You'll Receive
Competitive salary
Private Healthcare
Company Pension Scheme
Life Assurance
Generous 28 Days Holiday (including bank holidays), plus additional days for long service
Birthday & Christmas Leave
Hybrid Working
On-site Parking
Volunteer Days
Employee Assistance Programme
Casual Fridays with free breakfast and an afternoon beer 🍺
Plenty of growth, development and upskilling opportunities
🤝 Working Environment & Culture
This organisation believes in clarity, accountability and people-first values. They champion inclusivity, sustainability and integrity, and are committed to providing a workplace where everyone feels safe, supported and heard. They welcome applicants from all backgrounds and perspectives.
🚀 Ready to Join a Team That Values Calm, Structure & Real Impact?
If you're someone who likes doing things properly-not hurriedly-and you take pride in delivering clear, dependable support, we'd love to hear from you.
Apply today through Adecco and take the next step in your IT career.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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