1st Line Support Analyst in Leatherhead

POSITION DETAILS

Position Title: Service Desk Engineer

Reports to (POSITION): Service Desk SME & Team Lead

Team: Services Support

Department: Services & Solutions

PURPOSE OF JOB

The Service Desk Engineer is responsible for delivering high-quality technical support and excellent customer service to customers and internal stakeholders. Acting as the first point of contact for incidents, service requests, alerts and enquiries, the role diagnoses, troubleshoots and resolves technical issues wherever possible, while ensuring tickets are accurately recorded, prioritised, escalated, progressed and managed in line with agreed service levels. The role supports Microsoft technologies, end-user computing, cloud services and business applications, and contributes to knowledge management, continual service improvement and operational excellence.

KEY RESPONSIBILITIES

• Act as the first point of contact for customer incidents, service requests, alerts and technical enquiries, providing a professional and customer-focused service.
• Log, categorise, prioritise and manage tickets accurately throughout their lifecycle, maintaining clear ownership and timely customer communication.
• Diagnose and resolve first-line technical issues across supported applications, such as Snow, Flexera, Quantum, DaaS and Microsoft cloud.
• Complete user administration activities, including customer service desk, application and services onboarding in accordance with approved processes.
• Monitor unassigned queues, aging tickets and SLA risks, ensuring work is progressed or escalated to the appropriate resolver group with complete triaging and troubleshooting information.
• Follow incident, service request, escalation, security and data-handling procedures, identifying potential priority or customer-impacting issues promptly.
• Record accurate troubleshooting, resolution and customer communication notes within the Service Desk platform.
• Create and maintain knowledge articles, support documentation and standard operating procedures, sharing knowledge with colleagues.
• Work collaboratively with Second Line, Third Line, Service Delivery, Customer Success, Technical Services, vendors and partners, while contributing to training and continual service improvement.

OPPORTUNITIES

• Structured onboarding, product training and ongoing technical development.
• Microsoft Fundamentals and role-relevant certification pathways.
• Development towards Technical Specialist responsibilities within the Services Support function or wider Service Division.
• Progression opportunities into Second Line Support, Team Leadership, Service Delivery or Customer Success.
• Exposure to a broad range of Microsoft cloud, workplace and customer technologies.
• Participation in knowledge management, automation and continual service improvement initiatives.

WIDER TEAM NETWORK

Internal

• Service Desk Engineers and Team Leads
• Second and Third Line Support Teams
• Service Delivery and Customer Success
• Technical Services and Professional Services
• All Bytes employees

External

• Customers and authorised customer contacts
• Technology vendors, manufacturers and support providers
• Third-party suppliers and partners

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

• Good literacy and numeracy skills (ESSENTIAL)
• Relevant IT qualification, apprenticeship or equivalent practical experience (DESIRABLE)
• Microsoft Fundamentals, ITIL Foundation or comparable certification (DESIRABLE)

Other Requirements:

• Experience in a customer service, Service Desk or IT support environment (ESSENTIAL)
• Strong customer service, written communication and telephone skills (ESSENTIAL)
• Experience using an ITSM or incident management platform such as HaloITSM, Freshservice or ServiceNow (DESIRABLE)

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE

• Customer-focused approach with a commitment to providing clear, timely and professional support.
• Logical troubleshooting and analytical problem-solving skills.
• Clear written and verbal communication, adapted to the customer's level of technical understanding.
• Ability to organise workload, manage competing priorities and work within agreed service levels.
• Accurate ticket documentation with strong attention to detail.
• Collaborative working style and willingness to share knowledge and support colleagues.
• Ability to follow defined processes while identifying opportunities for improvement.
• Ownership, accountability and resilience when managing incidents and customer expectations.
• Commitment to continuous learning and professional development.

TRAINING PROVISION, location & HOURS information

• Full company and Service Desk induction programme.
• Training on supported products, applications, processes and customer environments.
• Service Desk platform, incident management and customer communication training.
• Role-relevant Microsoft, ITIL and technical development opportunities.
• Based at Bytes Software Services Head Office with hybrid working in line with company policy and role requirements.
• Monday to Friday within the Service Desk's agreed operating hours and rota arrangements.
• Ongoing soft-skills, knowledge management and continual service improvement development.

MEASURES & GOALS (EXAMPLES)

• First response performance – Achievement against contracted first-response SLAs (Monthly)
• Resolution performance – Achievement against resolution targets and SLAs (Monthly)
• Customer experience – CSAT results and quality of customer communication (Monthly)
• Ticket quality – Accuracy of categorisation, troubleshooting, notes and closure information (Monthly)
• Queue and workload management – Timely progression of assigned tickets, backlog and aging work (Weekly / Monthly)
• First contact resolution – Percentage of eligible tickets resolved without specialist escalation (Monthly)

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