Service Desk Engineer: Fast IT Support & User Focus

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

Benefits offered by this job

Gym access

25 days holiday

Employee referral programme

Wellbeing services

Training & development

Job summary

Westcoast Limited is seeking a full-time IT Helpdesk/Service Desk professional to join our UK IT team at Andover with occasional travel to Theale near Reading. You will be the first line for user support, triaging issues, and coordinating with the broader IT department.

The role focuses on resolving hardware and software faults, providing face-to-face and remote support, and ensuring SLAs are met. Training and development opportunities are offered within a Sunday Times Top Track 100 business.

Qualifications

• Experience delivering first line IT support across business systems.
• Familiarity with Windows OS and Office 365 environments.
• Knowledge of Active Directory and ticketing tooling.
• Ability to troubleshoot hardware and software issues on desktops and laptops.
• Strong customer-focused communication and professional discipline.

Responsibilities

• Triaging and assigning support calls for the wider IT team and 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

Skills

Networking

Databases

User support

Microsoft OS

Office 365

Active Directory

Remote support tools

Ticketing systems

Communication

Education

IT qualifications or certifications

Job description

Westcoast Limited is seeking a full-time IT Helpdesk/Service Desk professional to join our UK IT team at Andover with occasional travel to Theale near Reading. You will be the first line for user support, triaging issues, and coordinating with the broader IT department.

The role focuses on resolving hardware and software faults, providing face-to-face and remote support, and ensuring SLAs are met. Training and development opportunities are offered within a Sunday Times Top Track 100 business.