1St Line Help Desk

1st line help desk
Doncaster, on site
Full time, Permanent.
£24,000 - £28,000 (DOE)
4 day working week

As a 1st Line Help Desk Engineer, you will be the first point of contact for customers experiencing IT, telephony, security or network issues. You will provide friendly, efficient support, resolve or upscale incidents, maintain high standards of customer service, and help ensure our clients' IT systems stay up and running.

• 4-day workweek with alternating Mondays/Fridays off
• Enhanced maternity and paternity
• Free on-site parking
• Casual dress
• Sick pay
• Access to Smart Health
• Regular team events and social gatherings

• Receive, triage, log and manage support calls, emails and tickets via our Help Desk portal.
• Provide first-line diagnostics and resolution of user issues (hardware, software, telephony, connectivity).
• Assist customers with set up and configure PCs, laptops, mobile devices, printers, peripherals.
• Create and maintain user accounts, permissions and access in systems.
• Handle password resets, user on/off-boarding, software installs, updates and patching.
• Escalate unresolved or complex issues to 2nd Line or relevant teams with full documentation and context.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Maintain clear and accurate ticket records, status updates and handovers.
• Provide excellent customer service, communicate clearly, and manage stakeholder expectations.
• Contribute to knowledge-based articles and documentation for recurring issues.
• Occasional onsite visits might be required (depending on client base).

• Previous experience in a 1st line help desk or IT support role (ideally in a managed services environment).
• Good working knowledge of Microsoft 365 and Azure AD, Windows Serve
• Basic telephony/VoIP support awareness
• Strong customer service skills, ability to communicate technical information to non-technical users.
• Good problem-solving skills, ability to prioritise and allocate resources.
• Comfortable working within SLAs and processing.
• Able to work independently and as part of a team.
• A positive, can-do attitude and willingness to learn.

• Experience in MSP environments
• Exposure to CCTV, access control, or VoIP systems
• Familiarity with Hyper-V or VMware
• Power Shell scripting experience
• Certifications:
  
  Microsoft (M365/Azure), CompTIA, Cisco

Call us today to discuss this position (phone number removed).