Service Desk Engineer

Set2Recruit; Devon and Torbay; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

An employment agency is recruiting a 1st Line Service Desk Engineer for a growing IT team in Plymouth. This role offers a hybrid working pattern with up to 2 days of working from home and a salary of up to £27,000 depending on experience. Ideal for candidates early in their IT careers, it provides support for users, allowing them to gain exposure to modern IT systems and professional growth. Applicants must be eligible to work in the UK as sponsorship is not available.

Benefits

Excellent training and development opportunities

Clear progression into 2nd Line / Technical roles

Friendly, supportive team environment

Qualifications

• Must be eligible to work in the UK.
• Strong focus on customer service and communication.

Responsibilities

• Act as the first point of contact for IT support queries.
• Log, triage, and resolve 1st line incidents and service requests.
• Provide support across Windows, Microsoft 365, hardware, and networking.
• Escalate issues to 2nd/3rd line teams when required.
• Contribute to maintaining accurate system documentation.

Skills

Previous experience in a 1st Line / Service Desk / IT Support role (or strong IT internship / placement)

Basic knowledge of Windows OS

Knowledge of Microsoft 365

Familiarity with ticketing systems

Strong communication skills

Positive, customer-focused approach

Willingness to learn

Tools

ServiceNow

Jira

Freshservice

Job description

Service Desk Engineer 1st Line

Location: Plymouth (HQ)
Working Pattern: Hybrid up to 2 days WFH
Salary: Up to £27,000 DOE
Training: Excellent training & development provided

About the Role

We re recruiting for a 1st Line Service Desk Engineer to join a growing IT team based at their Plymouth HQ. This role is ideal for someone early in their IT career who enjoys helping people, learning new technologies, and working in a supportive, well-structured environment.

You ll be the first point of contact for users, providing friendly, professional technical support while gaining exposure to modern IT systems and clear progression opportunities.

Key Responsibilities

• Act as the first point of contact for IT support queries via phone, email, and ticketing system
• Log, triage, and resolve 1st line incidents and service requests
• Provide support across Windows, Microsoft 365, hardware, and basic networking
• Escalate issues to 2nd/3rd line teams when required, with clear documentation
• Follow IT processes and contribute to maintaining accurate system documentation
• Deliver excellent customer service and clear communication at all times

Skills & Experience

• Previous experience in a 1st Line / Service Desk / IT Support role (or strong IT internship / placement)
• Basic knowledge of Windows OS, Microsoft 365, Active Directory
• Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, etc.)
• Strong communication skills and a positive, customer-focused approach
• Willingness to learn and progress within IT

All applicants must be eligible to work in the UK, our client cannot provide sponsorship

What s On Offer

• Salary up to £27,000 depending on experience
• Hybrid working (up to 2 days WFH)
• Excellent training and development opportunities
• Clear progression into 2nd Line / Technical roles
• Friendly, supportive team based at a modern Plymouth HQ

Set2Recruit are acting as an employment agency in relation to this vacancy