1st Line Service Desk Technician

Role Details

Job Description

About the role

As an experienced Service Desk Technician, you will be working as part of the Managed Services Team, responsible for providing 1st line technical support and solutions to our clients through our online helpdesk, MS Teams, telephone and by email.

This role has responsibility for performing hardware/software installations and upgrades, performing regular maintenance duties (remotely or on-site) and the preparation and delivery of small orders.

As a fast-growing company, we can offer you opportunities to progress your career through available training and industry leading tools for learning. We will support you to obtain industry recognised qualifications that will enhance your career, courses include Microsoft Qualifications, including Office 365, Azure, Sophos, Cisco, Veeam.

What you’ll be getting up to on a day-to-day basis:

• Providing level 1 technical support to both internal and external stakeholders


• Working to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded


• Delivering a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our ServiceDesk, email, telephone or through MS Teams


• Working to SLA for call handling, first time fix, ticket response and resolution, using the service management system to log tickets for internal and external stakeholders


• Performing investigation and troubleshooting steps and if required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer care at all times


• Triaging support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements


• Configuring, delivering & deploying PC’s, laptops and printers for internal and external stakeholders


• Providing on-site technical support and/or facilitating the collection and delivery of hardware for repair or troubleshooting when needed


• Managing internal and external ICT systems and platforms performing any necessary maintenance to maximise service availability and reduce client downtime


• Taking responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved


• Collaborating with peers and other areas of the business to increase internal product and service knowledge

Additional Information

Recruitment Process

Although we may not have a position available at the moment, you can apply now ready for the next available position. Applications will be reviewed on a regular basis and if you meet the criteria for the role, you will be invited to complete an online technical test. If you successfully complete and meet the minimum requirements on the technical test, your application will be added to our talent pool. You will then be contacted regarding an interview for the next available position.

Experience Required

Person Specification

Working for a Managed Service Provider you’ll be the central point of contact for clients contacting the Service Team and required to provide the first response. You will be required to uphold an excellent line of communication with clients at all times. Therefore, the successful applicant must have the ability to use their own initiative, troubleshoot to provide a resolution and have a customer first mindset at all times.

Essential Technical Experience: 

Microsoft Windows Server 

• Experience of installing and deploy Microsoft Windows Server technology including, DNS, RDS and DHCP


• Experience of using Active Directory for users, groups, contacts, group policy, printers and shares

• Manage and maintain contacts, users, groups and mailboxes


• Manage SharePoint permissions and support desktop apps


• Manage spam filtering and quarantines


• Monitoring and troubleshooting Intune deployment

• Experience of desktop support (Laptops, Desktops, Printers, Network Connectivity)


• Windows updates and deploying windows desktop

• Previous experience in an internal or external facing helpdesk support team


• Able to evidence strong communication skills and proficiency in English language, both verbal and written


• Experience of working to strict SLA’s


• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

• Previous hands-on experience with ticket management systems e.g. Connectwise


• Previous experience working for a Managed Service Provider or within an IT department service desk team


• Professional IT Certifications, i.e. ITIL Foundation, Cisco CCNA, Microsoft MCSA


• Experience of using managed Anti-Virus, Anti-Malware & Anti-Spam Solutions


• Veeam Backup & Replication


• Patch Management Solutions

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