First Line Service Desk Engineer

allpay Limited; Hereford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in Hereford is seeking a First Line Service Desk Engineer to join their team. In this role, you will troubleshoot technical issues and provide desktop support for both internal and external users, ensuring SLA levels are met. The ideal candidate will demonstrate excellent customer service and communication skills, alongside a solid understanding of the ITIL framework. The company offers a competitive benefits package, including on-site amenities such as a subsidised café, gym access, and health options.

Benefits

Subsidised café and restaurant

Staff gym access

On-site farm shop and café

Qualifications

• Proven excellent customer service and communication skills.
• Proven knowledge of Service Desk environment and ITIL framework.
• Disciplined, self-organised and motivated to learn and progress.

Responsibilities

• Troubleshoot issues efficiently and accurately, keeping the customer informed.
• Assist in technical IT projects.
• Provide effective desktop support to users, meeting required SLA levels.
• Support Desktop user hardware and software issues.

Skills

Customer service skills

Communication skills (verbal and written)

Microsoft Office skills

Knowledge of Service Desk environment

Job description

About The Role

We have a fantastic opportunity for a First Line Service Desk Engineer join our Service desk team.

Working with a highly experienced team this is a great opportunity for someone wanting to increase their knowledge in a busy service desk environment.

Within this role you will be:

• Troubleshoot issues in a timely, efficient and accurate manner, keeping the customer notified of current progress.
• Assist in technical IT projects.
• To provide an effective and proficient desktop support service to both the company and external users; ensuring all required SLA levels are met.
• Assist in the support of Desktop users hardware and software issues, to include PC, Printer issues, Microsoft Windows, Microsoft Office, peripheral devices and mobile phones.

About You

To be successful in this role you will need to:

• Proven excellent customer service and communication skills, written and verbal.
• Proven excellent Excel , Microsoft , Outlook, Word, Access and other Office product skills.
• Proven knowledge of Service Desk environment and ITIL framework.
• Disciplined, self-organised and motivated to learn and progress.

About Us

People are at the heart of allpay and we reward our employee with a competitive benefits package which includes, a defined contribution group pension scheme, income protection, life assurance, an array of health and wellbeing options including private healthcare cover as well as an excellent Learning and Development offering.

On-Site Amenities:

• Subsidised café and restaurant: Enjoy quality food and coffee at discounted prices in our staff-only on-site café and restaurant
• Staff gym: Free access to our on-site fitness facility – no commute to the gym needed
• The Sidings: Our lovely on-site farm shop and café, open to the public and providing fresh local produce and a relaxing space

These on-site benefits mean you can grab a healthy lunch, fit in a workout before or after work, and enjoy quality breaks without the hassle of traveling.

While we work with excellent recruitment agencies, we are selective about who we engage with. CVs will only be accepted once contractual terms and campaign agreements have been formally approved by our People team.

To ensure fairness and compliance, CVs must not be submitted via email. Unsolicited CVs, including those from existing partners,will not be considered and will be treated as a free gift. If we choose to engage with these candidates, no fees will be payable, and submission implies acceptance of these terms.

We appreciate your support in maintaining a smooth and transparent recruitment process.

We are a company committed to Equal Opportunities.

All roles at allpay Limited are subject to successful background checks including a DBS and Credit Check.