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- Tasks: Provide first-line technical support and manage incident tickets efficiently.
- Company: Join a well-established Managed Service Provider with a commitment to excellent service.
- Benefits: Enjoy 28 days holiday, hybrid working, private healthcare, and casual Fridays.
- Other info: Great career growth opportunities and a fun, supportive team environment.
- Why this job: Be the go-to person for tech support and make a real difference for customers.
- Qualifications: Experience in IT support and strong knowledge of Microsoft 365 required.
The predicted salary is between 28000 - 28000 £ per year.
Liberty Recruitment Group are proud to be working with a fantastic Managed Service Provider in the search for a Service Desk Engineer. Our client is a well-established IT Partner to a large number of businesses across various sectors. They are dedicated to providing an excellent service by adhering to SLAs at all times. In this role you will be responsible for providing 1st line technical support via email, telephone and a ticketing system. Based on the outskirts of Portsmouth, paying £28,000 with an extensive list of company benefits, this is absolutely not an opportunity to be missed.
What you'll do:
- Act as the primary point of contact for customers, providing professional and reassuring first-line support
- Manage and resolve incident tickets efficiently within a structured ticketing system
- Follow established incident, request, and escalation processes confidently
- Keep customers informed of progress, actions taken, and expected resolution times
- Log, categorise, and document all service activities accurately for visibility and control
- Escalate complex issues to technical teams with clear handover information
- Maintain service quality, meet defined performance levels, and support service improvement initiatives
- Participate in a rota for out-of-hours support including evenings and weekends
- Support onboarding, changes, and offboarding processes for staff
- Adhere to company policies, processes, and information security standards
- Share knowledge and collaborate with team members for continuous service improvement
The ideal candidate:
- Proven experience in a first-line Service Desk, helpdesk, or IT support role within an MSP or IT services environment
- Strong knowledge of Microsoft 365 environments, including user administration and troubleshooting
- Must live within a reasonable commute due to an on-call requirement after 6 months of service
- Experience managing incidents and service requests within a structured ticketing system
- Excellent communication skills with the ability to convey technical information clearly and calmly
- Ability to follow documented processes and maintain accurate records
- Dependable, disciplined, and customer-focused with a calm approach to support
Company Benefits:
- 28 days holiday, rising with length of service + your birthday and Christmas off!
- Hybrid working options typically 2 days a week from home
- Private healthcare
- EAP
- Casual Fridays with breakfast and afternoon beers
- Free parking
- Plus, so much more!
If you have the skills and experience to match this role, we would love to hear from you! Please reach out to one of the team at Liberty Recruitment Group.
Service Desk Engineer employer: Liberty Recruitment Group
Contact Detail:
Liberty Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at Managed Service Providers. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think about how you would handle common issues in a Service Desk role and be ready to share your thought process.
✨Tip Number 3
Show off your personality! When you get the chance to meet the team, let your enthusiasm for tech and helping others shine through. Employers love candidates who are not just skilled but also a good fit for their culture.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always here to help you with any questions along the way.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, take a good look at the job description. Make sure you understand what the role entails and how your skills align with the requirements. This will help you tailor your application to stand out!
Show Off Your Experience: When writing your application, highlight your experience in first-line support and any relevant technical skills, especially with Microsoft 365. We want to see how your background makes you a great fit for the Service Desk Engineer role.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to convey your thoughts and avoid jargon unless it’s necessary. Remember, we’re looking for excellent communication skills right from the start!
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Liberty Recruitment Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft 365 environments. Be ready to discuss your experience with first-line support and how you've managed incident tickets in the past.
✨Practice Your Communication
Since you'll be the primary point of contact for customers, practice conveying technical information clearly and calmly. Consider role-playing common scenarios with a friend to build your confidence.
✨Familiarise Yourself with the Company
Research the Managed Service Provider and understand their values and services. This will help you align your answers with what they’re looking for and show that you're genuinely interested in the role.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your enthusiasm for the position and helps you gauge if the company is the right fit for you.