IT Service Desk Engineer

Westcoast Limited; Andover; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days holiday

Employee referral bonuses

Gym facilities at Theale

Job summary

Westcoast Limited in Andover is hiring a full‑time Service Desk analyst to provide first line IT support across the business, with 37.5 hours per week. The role involves triaging calls, remote and face-to-face support, and working within SLA targets.

Some travel to Theale may be required; shifts 08:00–18:00 with occasional alternation. You will support Microsoft OS and Office 365, Active Directory, and hardware issues, while developing your knowledge in a growing IT environment with strong team

Qualifications

• Technical experience with systems networking, databases, and user support.
• Experience providing support with Microsoft operating systems and Office 365.
• Experience working with Active Directory.
• Experience with remote support tools and ticketing systems.
• Excellent communication skills.
• Able to communicate effectively with both technical and non-technical users.
• Demonstrate excellent service desk ethos, organisation, record keeping and professional discipline.
• Formal IT qualifications would be advantageous.

Responsibilities

• Triaging and assigning support calls for the wider IT team and providing first line support for Microsoft OS and apps.
• Face-to-face and telephone support for users across the group.
• Ensure faults are progressed and cleared within SLAs and escalate as needed.
• Manage faults through their lifecycle from first contact to resolution, updating users.
• Diagnose and resolve problems remotely or in person.
• Share knowledge with colleagues.

Skills

Networking basics

Databases

User support

Microsoft OS

Office 365

Active Directory

Remote support tools

Ticketing systems

Communication skills

Customer service

Professional discipline

IT qualifications

Education

IT qualifications (advantageous)

Job description

Here at Westcoast, we are responsible for distributing some of the best-known global IT brands to resellers, retailers, and other organisations in UK and beyond. We’re an innovative business which thrives on teamwork and the potential of our people. Join us and turn your passion into a rewarding career!

What is the role?

The role is full-time (37.5 hours per week) and based at our largest warehouse site at Andover Business Park. Travel to our office at Theale, near Reading will be required from time to time. Our service desk operates from 08.00 to 18.00, you may be required to alternate shifts between these working hours.

If you join us, this is what your day to day will look like:

You will provide first line IT support across all areas of the business as part of the Service Desk team and you will be responsible for triaging and assigning support calls for the wider IT team as well as providing first line support for Microsoft operating systems and applications, as well as other vendor software. Hardware support includes imaging/troubleshooting and fixing desktops/laptops. Face to face and telephone support for users across the group is also required for a range of hardware and software issues.

Key Responsibilities

• Triaging and assigning support calls for the wider IT team as well as providing first line support for Microsoft operating systems and applications as well as other vendor software
• Providing face to face and telephone support for users across the group
• Ensuring all faults are progressed and cleared within Service Level Agreements - escalating to other internal and external teams as appropriate
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the user informed of progress
• Diagnosing and resolving problems to the user’s satisfaction, either remotely or in person
• Sharing knowledge with colleagues

Is this the role for you?

• Technical experience with systems networking, databases, and user support
• Experience providing support with Microsoft operating systems and Office 365
• Experience working with Active Directory
• Experience with remote support tools and ticketing systems
• Excellent communication skills
• Able to communicate effectively with both technical and non-technical users
• Demonstrate excellent service desk ethos, organisation, record keeping and professional discipline
• Formal IT qualifications would be advantageous

What will we do for you?

This is an excellent opportunity to develop your knowledge and understanding of the IT industry, build a career with a Sunday Times Top Track 100 business and develop strong, long standing industry relationships.

• Growth Opportunities: We offer training and development opportunities to help you reach your full potential. Whether it’s funded apprenticeships, work-based studies, or professional qualifications, we’ve got you covered.
• Generous Benefits Package: Starting salary £28,000. Enjoy 25 days of holiday, employee referral bonuses, perks and discounts. (Theale only – New fully equipped gym available 24/7).
• Wellbeing Support: Access to Westcoast Wellbeing services including mental health counselling, virtual GP services, physiotherapy, life insurance, eye care schemes, and more.
• Community & Connection: Our teams enjoy social and charitable events throughout the year, fostering a strong sense of belonging.

What’s next?

If you are ready to work for a company which believes people are the most important asset, highly recognises and rewards their employees.

Please be aware that our recruitment team handles a high volume of applications, making it challenging to provide individual feedback to every candidate. If you do not receive a response from us within 14 working days, kindly note that we have chosen to pursue other candidates for this opportunity. We appreciate your interest and encourage you to explore future opportunities with us.