1st Line IT Support Technician

<strong>First Line Support</strong><p>Waterlooville, England, United Kingdom (Hybrid) Service Desk Engineer (1st Line) Waterlooville (Hybrid) £28,000 + Benefits Full-time Includes occasional evenings/weekends (rota) <strong>The Role</strong>We're working with a growing IT services provider looking to add a customer-focused Service Desk Engineer to their team. This is a front-line support role, ideal for someone with experience in a structured Service Desk environment who enjoys delivering clear, consistent support and taking ownership of tickets from start to finish. You'll play a key role in ensuring a smooth and reliable IT service for end users, working within established processes and service frameworks. <strong>What's on Offer</strong></p><ul><li>Competitive salary (£28,000)</li><li>Hybrid working</li><li>Pension & life assurance</li><li>Private healthcare</li><li>Generous holiday allowance + additional leave</li><li>Training and development opportunities</li><li>Supportive team environment</li></ul><p><strong>Key Responsibilities</strong></p><ul><li>Act as the first point of contact for IT support queries</li><li>Manage and resolve 1st line incidents and service requests</li><li>Log, categorise and update tickets accurately within the system</li><li>Provide clear and professional communication to users throughout</li><li>Escalate more complex issues to 2nd/3rd line teams where required</li><li>Support user admin tasks (joiners, movers, leavers)</li><li>Follow structured processes to maintain service consistency and quality</li></ul><p><strong>What We're Looking For</strong></p><ul><li>Experience in a Service Desk / Helpdesk role (ideally within an MSP or IT environment)</li><li>Good knowledge of Microsoft 365 / Windows environments</li><li>Experience using a ticketing system</li><li>Understanding of basic networking concepts</li><li>Strong communication skills and a calm, structured approach to troubleshooting</li><li>Ability to follow processes and work within defined SLAs</li></ul><p><strong>Desirable</strong></p><ul><li>Exposure to ITIL or structured service environments</li><li>Experience working in multi-site environments</li></ul><p><strong>The Right Fit</strong></p><ul><li>Reliable and consistent in delivery</li><li>Customer-focused with a professional approach</li><li>Comfortable working within structured processes</li><li>Confident knowing when to escalate issues</li></ul><img src="https://www.jobg8.com/Tracking.aspx?aP%2fblHlMLSuZyAmDS2yVCzyMlerHZNcDr" width="0" height="0" />