Service Desk Engineer

Description

We are recruiting for a Service Desk Engineer to join a growing IT services team based in Waterlooville. This role sits at the heart of the service delivery function, providing first-line technical support and ensuring customers receive a structured, reliable and professional IT support experience. This is an excellent opportunity for someone with 1–3 years’ experience working in an MSP or structured IT service desk environment, who is comfortable working within SLA-driven support environments and managing ticket queues.

As Service Desk Engineer, you will act as a primary point of contact for IT incidents and service requests, delivering clear, calm and professional support to users. You will diagnose first-line technical issues, follow established support processes and escalate complex issues where required. The role requires someone who can prioritise effectively, think clearly about impact and urgency, and maintain strong communication with customers throughout the support lifecycle.

Key Responsibilities

Provide first-line IT support for incidents and service requests via phone, email and ticketing systems

Diagnose and resolve common technical issues, escalating more complex problems where required

Manage and prioritise ticket queues within an SLA-driven service environment

Maintain accurate records of incidents, resolutions and support activity within the service desk system

Communicate clearly with users throughout the lifecycle of support requests

Support user account management and joiner/mover/leaver processes

Follow structured service desk procedures and contribute to continuous service improvement

Skills & Experience

1–3 years’ experience in an IT Service Desk or Helpdesk role

Experience working within an MSP or structured IT services environment

Experience managing ticket queues and SLA-based support environments

Good working knowledge of Microsoft 365 administration and troubleshooting

Strong customer service and communication skills xjnqpsq

Experience using IT ticketing systems

Exposure to ITIL or structured IT service management frameworks - desirable

Calm and structured when handling incidents or customer queries

Strong at prioritisation and managing multiple tickets effectively

Customer-focused with a professional communication style

Comfortable escalating issues when appropriate

Salary & Benefits

£28,000 salary

Hybrid working – 3 days office / 2 days home

Company pension

Private healthcare

Life assurance

Generous holiday allowance

Employee Assistance Programme

Volunteer days

On-site parking

Professional training and development opportunities

Ad ID: 5418263036