1st Line IT Support Engineer - Hybrid Service Desk

Smartsearch Recruitment Ltd; Hengoed; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Smartsearch Recruitment Ltd is seeking a 1st Line IT Support Engineer / Service Desk Analyst in the Ystrad Mynach/Basingstoke area. The role is initially office-based, moving to hybrid working, with a focus on resolving end-user issues and delivering a professional service.

You will handle incidents via phone, email and remote tools, support Windows desktops/laptops and Microsoft 365, and work with more senior engineers as you develop toward 2nd/3rd line support in a busy MSP environment.

Qualifications

• Experience in IT service desk, helpdesk or end-user support roles (2–3 years preferred).
• Strong customer communication skills for support at all levels.
• Good troubleshooting and problem-solving abilities.
• Experience supporting Windows desktops and laptops.
• Experience supporting Microsoft Office and Outlook.

Responsibilities

• Provide 1st line technical support via phone, email and remote tools.
• Log, prioritise, manage and resolve incidents and requests within 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 complex incidents while maintaining ownership and customer communication.
• Maintain accurate ticket updates, documentation and knowledge articles.
• Collaborate with 2nd and 3rd line engineers and other teams.
• Work flexible start/finish times between 8am and 6pm as part of the rota.

Skills

IT service desk

Customer communication

Troubleshooting

Windows support

Office 365

Ticketing systems

Time management

Security clearance eligibility

Tools

Active Directory

Azure

Intune

ITSM software

Job description

Smartsearch Recruitment Ltd is seeking a 1st Line IT Support Engineer / Service Desk Analyst in the Ystrad Mynach/Basingstoke area. The role is initially office-based, moving to hybrid working, with a focus on resolving end-user issues and delivering a professional service.

You will handle incidents via phone, email and remote tools, support Windows desktops/laptops and Microsoft 365, and work with more senior engineers as you develop toward 2nd/3rd line support in a busy MSP environment.