1st Line Service Desk Engineer

Kerv; London; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Health insurance

Sick Pay

Pension Plan

25 days holiday per year

Job summary

An innovative technology provider based in Central London is seeking a proactive 1st Line IT Service Desk Engineer. This hybrid role involves providing exceptional customer support, resolving IT issues, and maintaining positive client relationships. The ideal candidate will have proficiency in Windows and Office 365, strong communication skills, and a customer-focused approach. The position offers 25 days of holiday and additional benefits, making it an excellent opportunity for growth in the IT sector.

Qualifications

• Previous experience in a similar IT support role, preferably within an MSP environment.
• Ability to work under pressure and manage multiple tasks simultaneously.

Responsibilities

• Log, categorise, and prioritise incidents and service requests.
• Provide first-line investigation and diagnosis.
• Deliver exceptional customer service.

Skills

Proficiency in Windows and Mac OS environments

Experience with Microsoft Office 365

Basic understanding of networking concepts

Familiarity with remote support tools

Excellent communication skills

Strong problem-solving abilities

Education

Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation)

Tools

Intune

Autopilot

SharePoint

AVD and Citrix virtual desktops

Job description

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Please note: Hybrid working role will require regular office / site attendance in Central London

About Us

Kerv is a next-generation, customer-first, digital and cloud-first provider, designed to help businesses achieve success in the digital era. Having grown through acquisition and reached a significant investment milestone, Kerv is now focused on future growth. This is an exciting time to join the marketing team as we expand our brand, strengthen our digital capabilities, and scale up our marketing efforts.

All about You

We are seeking a proactive and customer-focused 1st Line IT Service Desk Engineer to join our dynamic team. The successful candidate will be the first point of contact for all IT-related issues and requests, providing efficient and effective support to our clients. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with clients and team members. A key aspect of this role is maintaining a positive customer experience and building strong relationships with clients., whilst maintaining accurate records of support requests.

Your Part to play

· Log, categorise, and prioritise incidents and service requests received via phone, email, or ticketing system.

· Provide first-line investigation and diagnosis, resolving incidents where possible in line with the SLA.

· Escalate complex or unresolved issues to the senior support teams as necessary.

· Follow documented procedures and knowledge base articles to ensure consistent service delivery.

Customer Support:

· Deliver exceptional customer service, ensuring clients are kept informed of progress and resolution timescales.

· Assist clients with hardware and software issues, including troubleshooting and configuration.

System Monitoring:

· Monitor client systems, identifying and addressing potential issues before they impact service.

Documentation:

· Maintain accurate records of incidents, service requests, and changes within the ticketing system.

· Create and update technical documentation and knowledge base articles.

· Work closely with other Service Desk team members to ensure seamless service delivery.

· Participate in team meetings and contribute to continuous improvement initiatives.

All About You

Technical Skills:

· Proficiency in Windows (desktop and server) and Mac OS environments.

· Experience with Microsoft Office 365 and other common business applications including Intune, Autopilot and SharePoint.

· Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

· Familiarity with remote support tools and ticketing systems.

· Knowledge of AVD and Citrix virtual desktops platforms

· Printers and peripherals

· Cloud backup technologies

Soft Skills:

· Excellent communication and interpersonal skills.

· Strong problem-solving abilities and attention to detail.

· Ability to work under pressure and manage multiple tasks simultaneously.

Experience:

· Previous experience in a similar IT support role, preferably within an MSP environment.

· Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

Work Locations:

· The position is based in Central London and operates in a hybrid work arrangement, including client site visits.

· Occasional out-of-hours work may be required to support client needs.

· Travel to client locations in and around London will be necessary to provide on-site support as required.

You will live the Kerv values …

Do The Right Thing

Build Future

Think Customer First

Team Is Everything

Spread Good Vibes

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

What We Offer:

• 37.5 hours work week

• 25 days holiday per year (pro-rata)

• Health insurance, Sick Pay, Pension Plan and other benefits

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Information Technology, and Consulting

• Industries

  IT Services and IT Consulting

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