1st Line IT Service Desk Engineer - Client-Focused Support

Node4 Ltd; Long Eaton; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Employee assistance

25 days holidays plus birthday off

Holiday purchase option

Pension scheme

Life assurance x4

Diverse workforce

Training Academy

Employee discounts

Gym membership

Modern facilities

Social events

Drinks and snacks

Job summary

Node4 is seeking a 1st line support engineer to act as the entry point for all requests and tickets, liaising with 2nd line as needed. You will update customers through logging, research, action plans and escalation, while delivering high levels of professional communication.

Essentially, you will be the focal point of our managed services, helping clients maximise value from their technology investments and maintaining a strong customer service ethos across the team.

Qualifications

• 2–3 years 1st Line Service Desk experience.
• Experience with triaging and working with 3rd parties.
• Knowledge of ITIL ServiceDesk environment.
• Must hold or be able to achieve and maintain NPPV3 with SC.
• Excellent customer service and documentation skills.

Responsibilities

• Serve as the entry point for all requests and tickets.
• Provide updates to customers at all stages of support calls.
• Log, research, create action plans, and escalate to 2nd line when required.
• Maintain clear communication with team members and clients to ensure service quality.

Skills

Excellent communication

Time management

Interpersonal skills

Adaptability

Teamwork

Tools

Windows OS

Word

Outlook

PowerPoint

Excel

Office

Job description

Node4 is seeking a 1st line support engineer to act as the entry point for all requests and tickets, liaising with 2nd line as needed. You will update customers through logging, research, action plans and escalation, while delivering high levels of professional communication.

Essentially, you will be the focal point of our managed services, helping clients maximise value from their technology investments and maintaining a strong customer service ethos across the team.