1st Line Service Desk Engineer

1st Line Service Desk Engineer

GreatFind Jobs
Published: August 15, 2023
North London, England
Job Type
up to £26,000


Join this leading corporate MSP as their new 1st Line Support Desk Engineer and take the next step in your career. We are looking for someone with strong cloud services and Microsoft 365 experience. This opportunity can help to further develop your IT career by managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery. The position is based in North London, with a salary of up to £26,000. Apply today! 

Benefits include 25 days holiday, Hybrid Working, Private Health Insurance, Eye Tests, Generous Sick pay and lots more! 

Role Overview 

As a 1st Line Service Desk Engineer, you'll be the front line of technical support. You'll handle incoming requests through various channels like email, phone, and our ticketing system, swiftly addressing problems, and ensuring they're fixed within agreed timeframes. Your role involves logging and tracking these requests, and escalating when needed.


  • Ticket Handling: Address incoming 1st line support tickets promptly, categorising and prioritising them effectively.
  • Multichannel Support: Respond to user inquiries via email, phone calls, and the ticketing system, ensuring consistent assistance across all communication channels.
  • Issue Resolution: Troubleshoot technical problems, providing solutions and guidance to resolve issues efficiently.
  • Timely Responses: Ensure quick and accurate responses to support requests, meeting customer service level agreements and maintaining high-quality service.
  • Ticket Management: Document and update ticket details meticulously using the internal ticketing tool, maintaining a comprehensive record of all interactions.
  • Escalation Process: Identify incidents that require higher-level attention and escalate them according to established protocols.
  • Customer Interaction: Interact with customers professionally, offering clear explanations, guidance, and reassurance during technical hiccups.
  • Collaboration: Collaborate with internal teams, partners, and third-party vendors to tackle complex problems and find comprehensive solutions.
  • Continuous Improvement: Contribute to the improvement of support processes by providing insights, feedback, and suggestions for enhancing service quality and efficiency.


  • Experience working in a similar role. (IT Support)
  • Experience working with an MSP is highly desirable. 
  • Strong cloud services and Microsoft 365 experience
  • Relevant IT qualifications. 
  • Impeccable written and verbal communication skills. 
  • Excellent knowledge and experience of Microsoft Active Directory, DHCP, Microsoft O365, Google Workspace and DNS.

Person Specification: 

  • Problem Solver. 
  • Passion for IT. 
  • Team player.
  • Effective communication. 
  • Efficient. 

Want to know more? 

As a specialist IT recruitment agency at GreatFind Recruitment, we genuinely care about our candidates and clients. We strive to provide a personalised and consultative service, and we would be more than happy to chat with you about this role in more detail.

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