1st Line Service Desk Engineer / IT Support Analyst

Salary: £28,000 - 28,000 per year

Requirements

• Previous experience within an IT support, service desk, helpdesk or technical support environment
• Strong customer service and communication skills
• Good troubleshooting and problem-solving ability
• Knowledge of Windows desktop operating systems
• Experience supporting Microsoft Office applications and Outlook
• Ability to work effectively within a fast-paced support environment
• Positive attitude and willingness to learn new technologies
• Active Directory user administration is desirable
• Microsoft 365 support exposure is desirable
• Experience using ITSM or ticketing systems is desirable
• Remote support tools experience is desirable
• Basic networking knowledge including DNS, DHCP and WiFi is desirable
• Exposure to backup, antivirus or virtualisation technologies is desirable
• MSP or managed services experience is desirable

Responsibilities

• Provide 1st line technical support via phone, email and remote support tools
• Log, manage and resolve incidents and service requests efficiently
• Troubleshoot hardware, software and desktop-related issues
• Support Microsoft Office, Outlook and Windows operating systems
• Escalate more complex technical issues where appropriate
• Maintain accurate ticket updates, documentation and customer communication
• Deliver excellent customer service throughout the support process
• Assist with user account administration and basic system support
• Contribute to knowledge sharing and continuous improvement within the team
• Work collaboratively with 2nd and 3rd line support engineers

Technologies

• Active Directory
• Hardware
• Support
• ITSM
• Microsoft 365
• Windows
• Office 365

More

We are a growing Managed Services Provider based in South Wales, offering a hybrid working arrangement in the Caerphilly area. You will join a collaborative and supportive service desk team providing front-line technical support to customers across public and private sector organisations. We offer an excellent benefits package, paid on-call rota participation, training, and strong career development opportunities within a professional managed services environment.

last updated 24 week of 2026