1st Line IT Service Desk Engineer – Milton Keynes

Air It; Milton Keynes; Presencial; GBP 22.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days Annual Leave + 1 Celebration  

Annual Leave Purchase Scheme

Paid Volunteering Days

Enhanced Family Leave

Virtual GP

Employee Assistance Programme

Eye care vouchers

Group Life Assurance

Mortgage Advice Services

Reward Gateway discounts

Pension Scheme

Recognition Platform

Technology Vouchers

EV Car Scheme

Cycle to Work

Descripción de la vacante

Air IT is seeking a proactive 1st Line Service Desk Engineer to join the Enterprise team in Milton Keynes. You’ll be the first point of contact for strategic customers, logging and triaging incidents, providing initial resolution and clear communication throughout.

You’ll work with Windows devices, Microsoft 365, and common collaboration tools while upholding strong ticket hygiene and customer-first service.

Formación

• Experience in a service desk, IT support, or helpdesk environment.
• Confidence troubleshooting everyday workplace technology (Windows, apps, email, collaboration tools).
• Working understanding of Microsoft 365 (user access, basic tasks, Outlook/Teams issues).
• Good communication skills—especially with frustrated users.
• Methodical, detail-focused approach to documenting and escalating issues.
• Customer-first attitude with interest in technology and continuous improvement.

Responsabilidades

• Be the first point of contact for strategic customers, logging and managing tickets end‑to‑end.
• Triage incidents and service requests, capturing information and categorising issues.
• Provide first‑line diagnosis and resolution for common IT issues (desktop/laptop, connectivity, account access, software queries).
• Escalate complex cases to 2nd line with clear notes and supporting evidence.
• Follow SOPs to deliver consistent outcomes and maintain compliance.
• Proactively communicate with users, keeping them updated on progress and next steps.
• Identify trends and repeat issues, feeding insights to improve service quality.
• Maintain accurate ticket documentation and capture knowledge for future resolution.

Conocimientos

Service desk experience

Troubleshooting Windows

Microsoft 365 usage

Effective communication

Structured problem-solving

Herramientas

Microsoft 365

Ticketing systems

Descripción del empleo

Air IT is seeking a proactive 1st Line Service Desk Engineer to join the Enterprise team in Milton Keynes. You’ll be the first point of contact for strategic customers, logging and triaging incidents, providing initial resolution and clear communication throughout.

You’ll work with Windows devices, Microsoft 365, and common collaboration tools while upholding strong ticket hygiene and customer-first service.