1St Line Service Desk Engineer / IT Support Analyst

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

1st Line IT Support Engineer / Service Desk Analyst | Salary: £30k + excellent benefits | Ystrad Mynach 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.