At a Glance
- Tasks: Provide 1st line IT support and solve user issues in a fast-paced environment.
- Company: Join a growing Managed Services Provider with a focus on customer service.
- Benefits: Enjoy a competitive salary, excellent benefits, and hybrid working options.
- Other info: Opportunities for career progression and exposure to diverse technologies.
- Why this job: Gain hands-on experience and develop your tech skills while making a real impact.
- Qualifications: 2-3 years in IT support with strong communication and troubleshooting skills.
The predicted salary is between 31500 - 38500 £ per year.
A growing Managed Services Provider is looking for a customer-focused 1st Line IT Support Engineer / Service Desk Analyst to join its services team in Basingstoke. This opportunity would suit someone with experience as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer or IT Support Technician who enjoys solving problems and supporting users in a fast-paced environment.
You’ll provide front-line end-user computing support to a varied customer base across the public and private sectors, taking ownership of incidents and service requests while delivering a professional and reassuring customer experience. The role offers excellent scope to broaden your technical knowledge and progress into 2nd and 3rd line support, with exposure to a wide range of customer environments and technologies. The position will initially be office-based 5 days per week, with hybrid working available once established in the role.
Key Responsibilities:
- Provide 1st line technical support via phone, email and remote support tools
- Log, prioritise, manage and resolve incidents and service requests in line with SLAs
- Troubleshoot Windows desktop, laptop, software and peripheral issues
- Support Microsoft Office, Outlook and Microsoft 365 applications
- Carry out basic user account and access administration
- Escalate more complex incidents while maintaining ownership and customer communication
- Maintain accurate ticket updates, technical documentation and knowledge articles
- Work collaboratively with 2nd and 3rd line engineers and other technical teams
- Work flexible start and finish times between 8am and 6pm as part of the service desk rota
Skills & Experience Required:
- Previous experience in an IT service desk, helpdesk or end-user support role – ideally around 2–3 years
- Strong customer communication skills, with the confidence to support users at all levels
- Good troubleshooting and problem-solving ability
- Experience supporting Windows desktop and laptop operating systems
- Experience supporting Microsoft Office applications and Outlook
- Ability to prioritise effectively and remain organised in a fast-paced, ticket-driven environment
- Positive, proactive approach and a genuine interest in developing across new technologies
- Eligibility to obtain the required security clearance
Desirable Experience:
- Microsoft 365 support
- Active Directory or Microsoft Entra ID user administration
- Exposure to Microsoft Azure, Intune or endpoint management
- Experience using ITSM or ticketing systems
- Basic networking knowledge, including DNS, DHCP, Wi-Fi and connectivity troubleshooting
- Exposure to antivirus, backup, virtualisation, monitoring or remote support technologies
- Previous MSP or managed services experience
This role would suit an experienced 1st Line Support Engineer or Service Desk Analyst looking for a busy and varied position offering strong technical exposure, structured development and genuine opportunities for career progression within a growing managed services environment.
1st Line Service Desk Engineer / IT Support Analyst in Caerphilly employer: Smartsearch Recruitment Careers
Join a dynamic Managed Services Provider in Basingstoke, where you'll thrive in a supportive and collaborative work culture that prioritises employee growth and development. With excellent benefits and the opportunity to transition to hybrid working, this role as a 1st Line IT Support Engineer offers a chance to enhance your technical skills while making a meaningful impact on customer satisfaction across diverse sectors.
Contact Details:
Smartsearch Recruitment Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Engineer / IT Support Analyst in Caerphilly
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Smartsearch Recruitment Careers values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Smartsearch Recruitment Careers might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Smartsearch Recruitment Careers!
✨Direct Apply to Smartsearch Recruitment Careers
Let's not forget to apply directly through the Smartsearch Recruitment Careers website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st Line Service Desk Engineer / IT Support Analyst in Caerphilly
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Smartsearch Recruitment Careers.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Smartsearch Recruitment Careers. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Smartsearch Recruitment Careers
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
