Are you passionate about delivering outstanding customer service and eager to start your career in IT support? Join our team for a fast-paced and rewarding experience as a1st Line Service Desk Engineer, where your contributions make a real difference to clients and colleagues alike.

About the Role –1st Line IT Support, Service Desk Engineer

As a1st Line Service Desk Engineer, you are the first point of contact for IT support requests. You will provide essential customer service and technical support, assisting clients with everyday IT queries and incidents. Your proactive approach and strong communication skills will ensure high standards of customer satisfaction as you efficiently log, diagnose, and resolve a broad range of technical issues.

Working as part of our collaborative service desk team, you’ll manage incidents using our ticketing system, escalate complex issues as needed, and help maintain our clients’ systems for optimal performance. This entry-level role is an excellent opportunity to build your technical skills across modern IT services in a supportive and inclusive environment.

Key Responsibilities –1st Line IT Support & Customer Service

• Respond promptly and professionally to inbound support requests via phone, email, and ticketing system
• Log, prioritise, and track incidents through their lifecycle, ensuring timely updates and resolutions
• Troubleshoot and resolve basic IT issues involving desktops, laptops, printers, applications, user accounts, email, and connectivity
• Follow procedures for escalation to2nd Line Engineers or specialist teams when required
• Accurately record details of issues, actions, and solutions to build knowledge sharing resources
• Contribute to a positive customer experience with clear, empathetic communication and follow-up
• Support regular maintenance activities such as password resets, user onboarding/offboarding, and software installs
• Assist with monitoring system alerts, backups, and routine updates, highlighting issues where appropriate

Experience & Skills Required – IT Helpdesk, Technical Support

• Excellent customer service and communication skills, with a professional and respectful approach to all users
• Strong problem-solving ability with a willingness to learn and progress technical knowledge
• Basic understanding of computers, operating systems (Windows/Mac), Microsoft365, and standard business IT systems
• Familiarity with IT Service Management principles and ticketing tools (advantageous but not essential)
• Demonstrated ability to work collaboratively in a team environment and manage multiple priorities calmly
• Keen interest in technology and desire for professional growth within IT support and managed services
• Relevant education, training, or entry-level IT certifications (CompTIA ITF+, A+, Microsoft, etc.) beneficial but not mandatory

Professional Development – Grow Your IT Career

• Ongoing technical training and support to help you achieve industry certifications
• Mentoring from experienced engineers and opportunities to progress into more complex IT roles
• Exposure to a wide range of business technologies and real-world troubleshooting experience

Benefits – Inclusive & Flexible Working

• 25 days holiday plus UK bank holidays
• Company profit share scheme
• Private medical insurance
• Company contributory pension scheme
• Flexible working hours and work from home options
• Cycle to Work scheme

If you’re enthusiastic, dedicated, and ready to launch your career in IT, we encourage you to apply to join our Service Desk as a1st Line Engineer and become part of our friendly, supportive team.