Information Technology Service Desk

Renlo Recruitment Ltd; Southampton; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Hybrid working 3 days in office / 2 at

Career development opportunities

Job summary

Renlo Recruitment Ltd is seeking two Level 1 Engineers with hands-on service desk experience to join a busy MSP environment. You will be the first point of contact, handling calls, chats and emails while delivering strong customer service and resolving incidents with MS 365 expertise.

The role offers hybrid working (3 days in the office, 2 days from home) in the United Kingdom, with opportunities to grow and develop in a supportive team responsible for uptime and SLAs.

Qualifications

• Level 1 technical support experience
• Hands-on Microsoft 365 / Office 365 experience (essential)
• Strong troubleshooting and problem-solving skills
• Solid grounding in IT fundamentals and uptime SLAs

Responsibilities

• Handle calls, live chats and emails, and support incidents and service requests
• Own tickets from report to resolution or escalation
• Log, categorise and prioritise incidents accurately
• Deliver excellent customer service and meet SLAs
• Escalate to appropriate support level when needed
• Support and administer Microsoft 365 for customers
• Suggest improvements to processes and the customer experience
• Collaborate with colleagues to keep customers happy

Skills

Service desk experience

Microsoft 365

Troubleshooting

IT fundamentals

Clear communication

Tools

Microsoft 365 / Office 365

Job description

I am looking for 2 Level 1 Engineers with hands‑on service desk experience who are keen to learn and grow. If you enjoy helping people solve technical problems and want a business that will support your development, read on.

The role

You’ll be the first point of contact for customers, providing technical support by phone, live chat and email. You’ll resolve issues first time wherever possible and escape to the right team when more technical input is needed. The workload is busy and varied, and you’ll be trusted to use your own initiative.

What you’ll be doing

• Handling calls, live chats and emails, and supporting customers with incidents and service requests
• Owning tickets from first report through to resolution or escalation
• Logging, categorising and prioritising incidents accurately
• Delivering excellent customer service and meeting agreed SLAs
• Escalating to the appropriate support level when needed
• Supporting and administering Microsoft 365 for customers
• Suggesting improvements to processes and the customer experience
• Working with colleagues across the business to keep customers happy

What you’ll need

• Existing Level 1 technical support experience, ideally within an MSP (in-house experience will be considered)
• Hands‑on Microsoft 365 / Office 365 experience (essential)
• Good troubleshooting and problem‑solving skills
• A solid grounding in IT fundamentals
• Experience supporting environments where uptime and SLAs matter
• Clear communication with customers and colleagues at all levels
• A positive, enthusiastic approach and a willingness to take initiative

Nice to have

• Some knowledge of Microsoft Azure
• A driving licence. Engineers occasionally visit customer sites, but this isn’t essential, and travel can be arranged for those who don’t drive.

What’s on offer

• Salary of £26,000 – £28,000
• Hybrid working 3 days a week in the office, 2 days from home
• A supportive team and real opportunities to develop and progress