1st Line Service Desk Engineer / IT Support Analyst

1st Line IT Support Engineer / Service Desk Analyst | Salary: £30k + excellent benefits | Caerphilly area | Initially office-based, moving to hybrid working.

A growing Managed Services Provider is looking for a customer-focused 1st Line IT Support Engineer / Service Desk Analyst to join its services team in Basingstoke.

This opportunity would suit someone with experience as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer or IT Support Technician who enjoys solving problems and supporting users in a fast-paced environment.

You’ll provide front-line end-user computing support to a varied customer base across the public and private sectors, taking ownership of incidents and service requests while delivering a professional and reassuring customer experience.

The role offers excellent scope to broaden your technical knowledge and progress into 2nd and 3rd line support, with exposure to a wide range of customer environments and technologies. The position will initially be office-based 5 days per week, with hybrid working available once established in the role.

Key Responsibilities

Provide 1st line technical support via phone, email and remote support tools

Log, prioritise, manage and resolve incidents and service requests in line with SLAs

Troubleshoot Windows desktop, laptop, software and peripheral issues

Support Microsoft Office, Outlook and Microsoft 365 applications

Carry out basic user account and access administration

Escalate more complex incidents while maintaining ownership and customer communication

Maintain accurate ticket updates, technical documentation and knowledge articles

Work collaboratively with 2nd and 3rd line engineers and other technical teams

Work flexible start and finish times between 8am and 6pm as part of the service desk rota

Skills & Experience Required:

Previous experience in an IT service desk, helpdesk or end-user support role – ideally around 2–3 years

Strong customer communication skills, with the confidence to support users at all levels

Good troubleshooting and problem-solving ability

Experience supporting Windows desktop and laptop operating systems

Experience supporting Microsoft Office applications and Outlook

Ability to prioritise effectively and remain organised in a fast-paced, ticket-driven environment

Positive, proactive approach and a genuine interest in developing across new technologies

Eligibility to obtain the required security clearance

Desirable Experience:

Microsoft 365 support

Active Directory or Microsoft Entra ID user administration

Exposure to Microsoft Azure, Intune or endpoint management

Experience using ITSM or ticketing systems

Basic networking knowledge, including DNS, DHCP, Wi-Fi and connectivity troubleshooting

Exposure to antivirus, backup, virtualisation, monitoring or remote support technologies

 Previous MSP or managed services experience

This role would suit an experienced 1st Line Support Engineer or Service Desk Analyst looking for a busy and varied position offering strong technical exposure, structured development and genuine opportunities for career progression within a growing managed services environment.

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