1st Line Engineer

IT Service Desk Analyst (1st Line Support)

We are looking for an experienced and customer-focused IT Service Desk Analyst to act as the first point of contact for IT Incidents and Service Requests. You will take ownership of customer issues from initial logging through to resolution, ensuring excellent service delivery in line with agreed Service Level Agreements (SLAs).

This role is ideal for someone who thrives in a fast-paced Managed Services environment, enjoys problem-solving, and is passionate about delivering a positive customer experience while aiming for first-contact resolution wherever possible.

Normal Hours of Work:
Monday to Sunday, 24x7x365 Shift Rota. 4 days on, 4 days off, 4 nights on, 4 days off. Shifts will be 12 hours.

• Act as the single point of contact for IT Incidents, Requests, and Events
• Log, classify, prioritise, and manage tickets in line with SLAs
• Provide first-line technical support via telephone and remote tools
• Troubleshoot and resolve hardware, software, application, and network issues
• Maintain regular communication with customers throughout the ticket lifecycle
• Monitor alerts from proactive monitoring systems and manage events accordingly
• Escalate incidents to resolver groups or third parties where required
• Liaise with vendors and suppliers, acting as a central communication point
• Allocate and schedule tickets to Field Engineers, ensuring correct resourcing
• Maintain and update the knowledge base and internal documentation
• Administer IT systems, including user account creation and updates
• Ensure accurate and timely ticket updates within the Service Management platform
• Participate in out-of-hours support, on-call, or overtime when required

• 1–2 years’ experience working in IT, ideally within a Managed Services environment
• Experience supporting:
  • Windows 7 / 10 / 11
  • Microsoft Active Directory
  • Exchange / Office 365
  • Microsoft Desktop and Server Infrastructure
• Basic networking knowledge (Juniper, MIST, Aruba, Fortinet)
• Experience with remote support tools
• Laptop, desktop, and thin client support
• Strong incident triage and troubleshooting skills
• Excellent communication and customer service skills

• Experience with ITSM tools (e.g. Service Now)
• Azure platform experience or Azure Fundamentals certification
• Knowledge of:
  • Web filtering (Websense, Mimecast)
  • Endpoint security (Microsoft Endpoint Protection, McAfee)
  • Share Point
  • Patching and maintenance tasks
  • Hyper-V, SCVMM, SQL Server, clustering
• Networking or cloud certifications

• Customer-focused with a commitment to service excellence
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Highly organised with excellent attention to detail
• Proactive and eager to learn and develop
• Professional, reliable, and able to work under pressure