First Line Service Desk Engineer

We are looking for someone who wants to take their first steps into IT to join our growing team as a First Line Service Desk Engineer at our Poole office. This is the perfect opportunity for an enthusiastic individual to join one of the UK's fastest growing MSPs, working on the latest, cutting-edge technologies.

Role summary:

The First Line Service Desk Engineer will be responsible for dealing with incoming incidents in a professional, courteous manner over the phone and via email. To be successful in this role you will need a passion for excellent customer service.

You will be expected to manage incidents through their entire life cycle - from the first point of contact through to resolution - whichh may include their prompt escalation to 2nd/3rd level resolution teams or third-party suppliers as necessary.

Key responsibilities:

  • Taking ownership of incidents and managing them in a logical and methodical manner
  • Accurately logging incidents while categorising and prioritising them in line with service operation procedures
  • Diagnosing and resolving problems to the customer's satisfaction.

We are looking for someone who:

  • Can deliver consistent, excellent customer service
  • Has a general knowledge of PC/Mac systems
  • Has a natural aptitude for learning and personal development
  • Can prioritise their workload efficiently