At a Glance
- Tasks: Be the first point of contact for clients and resolve IT issues.
- Company: Join a growing team in a dynamic tech environment.
- Benefits: Enjoy 20 days annual leave, on-site parking, and professional development.
- Other info: Participate in fun company events and enjoy career progression opportunities.
- Why this job: Kickstart your career in IT while making a positive impact on clients.
- Qualifications: Customer service experience and a basic understanding of IT systems.
The predicted salary is between 30000 - 40000 £ per year.
Overview
We are seeking a reliable, motivated and customer-focused Service Desk Technician (Level 1 / 1st Line / Tier 1) to join a growing team.
This hands-on role focuses on being the first point of contact for clients, handling incoming support requests, resolving common IT and telecoms issues, and ensuring tickets are logged, managed and escalated appropriately.
You will play a key role in delivering a positive client experience from the first interaction.
This role is primarily office-based, requiring five days a week in the office.
You may occasionally travel to client sites, with travel expenses covered.
The successful candidate must have a full UK driving licence and access to a car.
Responsibilities
- Act as the first point of contact for incoming support requests via phone, email and ticketing system
- Log, categorise and prioritise support tickets accurately
- Provide 1st line technical support for common IT and telecoms issues
- Perform initial diagnostics and triage
- Escalate more complex issues to 2nd line support where required, providing clear and detailed handover notes
- Maintain regular communication with clients, providing updates on progress
- Ensure all tickets are updated with clear, concise notes and resolutions
- Follow internal processes and service level agreements (SLAs)
- Assist with client end-user changes and service improvements
- Contribute to maintaining internal documentation and knowledge base articles
- Identify recurring issues and flag them to senior team members
- Adhere to and promote cyber security best practices
- Participate in out-of-hours or on-call support where required, in line with company policy
Requirements / Qualifications
- Previous experience in a customer service or IT support role (helpdesk and/or MSP experience desirable but not essential)
- Foundational understanding of IT systems and environments (Windows OS, Microsoft 365)
- Basic understanding of Vo IP, hosted telephony, SIP, and broadband connectivity
- Strong communication skills, both written and verbal
- A friendly, professional, and customer-first approach
- Strong organisational skills with the ability to manage multiple tasks
- Willingness to learn, develop and continuously improve technical and service skills
- A proactive attitude with a desire to problem solve
- Basic understanding of networking concepts (desirable but not essential)
- A full UK driving licence and access to a car
Benefits
- 20 days of annual leave plus Bank Holidays
- On-site parking
- Regular company events to support team connection and culture
- Professional development opportunities including training, certifications and career progression
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1st Line Service Desk Engineer employer: Msp Limited
Join a dynamic and supportive team as a 1st Line Service Desk Engineer, where your contributions will be valued in delivering exceptional client experiences. With a strong focus on professional development, you will have access to training and career progression opportunities, all while enjoying a vibrant work culture that fosters teamwork and connection through regular company events. Located in a convenient office setting with on-site parking, this role offers a perfect blend of stability and growth for those looking to advance their IT support career.
