Frontline Service Desk Engineer (1st Line) – Hybrid

Smartsearch Recruitment Ltd; Basingstoke; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

Smartsearch Recruitment Ltd is seeking a 1st Line IT Support Engineer / Service Desk Analyst in Basingstoke. The role starts office-based with a move to hybrid working as you settle in.

You will provide front-line end-user computing support to diverse public and private sector customers, handling incidents and requests with a professional customer experience. You will broaden your technical knowledge with exposure to 2nd/3rd line support and a range of technologies, while progressing within a

Qualifications

• Previous experience in an IT service desk, helpdesk or end-user support role (2–3 years preferred).
• Ability to troubleshoot Windows desktop and laptop issues.
• Experience supporting Microsoft Office applications and Outlook.

Responsibilities

• Provide 1st line technical support via phone, email and remote tools.
• Log, prioritise, manage and resolve incidents per SLAs.
• Troubleshoot Windows desktop, laptop, software and peripherals.
• 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

Customer communication

Troubleshooting

Windows support

Microsoft 365

Tools

ITSM systems

Active Directory

Microsoft Entra ID

Azure

Intune

Job description

Smartsearch Recruitment Ltd is seeking a 1st Line IT Support Engineer / Service Desk Analyst in Basingstoke. The role starts office-based with a move to hybrid working as you settle in.

You will provide front-line end-user computing support to diverse public and private sector customers, handling incidents and requests with a professional customer experience. You will broaden your technical knowledge with exposure to 2nd/3rd line support and a range of technologies, while progressing within a