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First Line Support
Waterlooville, England, United Kingdom (Hybrid) Service Desk Engineer (1st Line) Waterlooville (Hybrid) £28,000 + Benefits Full-time Includes occasional evenings/weekends (rota) The RoleWe’re working with a growing IT services provider looking to add a customer-focused Service Desk Engineer to their team. This is a front-line support role, ideal for someone with experience in a structured Service Desk environment who enjoys delivering clear, consistent support and taking ownership of tickets from start to finish. You’ll play a key role in ensuring a smooth and reliable IT service for end users, working within established processes and service frameworks. What’s on Offer
- Competitive salary (£28,000)
- Hybrid working
- Pension & life assurance
- Private healthcare
- Generous holiday allowance + additional leave
- Training and development opportunities
- Supportive team environment
Key Responsibilities
- Act as the first point of contact for IT support queries
- Manage and resolve 1st line incidents and service requests
- Log, categorise and update tickets accurately within the system
- Provide clear and professional communication to users throughout
- Escalate more complex issues to 2nd/3rd line teams where required
- Support user admin tasks (joiners, movers, leavers)
- Follow structured processes to maintain service consistency and quality
What We’re Looking For
- Experience in a Service Desk / Helpdesk role (ideally within an MSP or IT environment)
- Good knowledge of Microsoft 365 / Windows environments
- Experience using a ticketing system
- Understanding of basic networking concepts
- Strong communication skills and a calm, structured approach to troubleshooting
- Ability to follow processes and work within defined SLAs
Desirable
- Exposure to ITIL or structured service environments
- Experience working in multi-site environments
The Right Fit
- Reliable and consistent in delivery
- Customer-focused with a professional approach
- Comfortable working within structured processes
- Confident knowing when to escalate issues
